Customer Support Executive (Franchise) - Kajang
- Diploma/Degree in Business, Communications, Marketing, or related field.
- SPM leavers with strong communication skills are welcome to apply.
- 1+ year in customer service, helpdesk, or front desk role.
- F&B or retail experience is a plus.
- Fresh grads encouraged to apply (training provided).
- Strong in Bahasa Malaysia & English (spoken & written). Mandarin is a plus.
- Familiar with WhatsApp Business, Google Sheets/Forms, and basic Excel.
- Excellent interpersonal, problem-solving, and time-management skills.
- Able to work across departments and follow SOPs diligently.
- Responsible, proactive, and organized.
- A team player who’s eager to learn and grow.
- High integrity and able to manage sensitive info discreetly.
We’re looking for a Customer Support Executive to be the bridge between Ai-CHA Food and our valued franchisees/ Customers. If you're organized, communicative, and ready to grow with a fun and fast-paced brand, we want to meet you!
Core Responsibilities- Franchisee Communication & Support
Respond to franchisee inquiries via WhatsApp, calls, and email.
Provide accurate info about products, promotions, and policies.
Guide franchisees on SOP compliance and operations updates.- Complaint Management
Log and investigate complaints (e.g. voucher issues, service feedback).
Liaise with departments (Ops, Warehouse, Marketing) to ensure timely resolution.
Track and report recurring issues for improvements.- Order & Inventory Coordination
Support franchisees in submitting product orders or pickup requests.
Coordinate with warehouse and invoicing teams to ensure smooth order processing.- SOP & Information Dissemination
Share memos, updated SOPs, and customer-related guidelines.
Ensure consistent understanding and application across all outlets.- Cross-Department Coordination
Collaborate with internal teams to convey franchisee feedback and campaign performance.
Assist in franchisee-related marketing initiatives like contests and surveys.- Follow-Up & Escalation
Follow up on open cases within SLA.
Escalate unresolved or critical issues to management promptly.
Why Join Ai-CHA?- Friendly and supportive team culture
- Opportunity to grow with a fast-expanding brand
- Training and career development provided
- Work that makes a direct impact on our store partners!