Seasoned Bilingual Customer Service Executive – Remote Sarawak – Champion Logistics & Customer Experience Excellence at brighthush

Welcome to brighthush – Where Innovation Meets Customer Delight

At brighthush, we are redefining the future of business process outsourcing and technology solutions across Southeast Asia. Our mission is simple yet powerful: to empower our partners with world‑class service that turns every customer interaction into a brand‑building moment. As we expand our logistics support division, we’re looking for passionate, customer‑centric professionals who thrive in a fast‑paced, remote environment. If you’re ready to bring your bilingual expertise to a dynamic, growth‑oriented team, this role is crafted just for you.

Why Logistics and Customer Service Matter in Today’s Economy

The logistics sector is the invisible backbone of modern commerce, ensuring that goods move seamlessly from manufacturers to consumers. With e‑commerce booming, the demand for reliable, responsive customer support has never been higher. At brighthush, we partner with leading logistics providers, delivering service excellence that elevates their brand and drives customer loyalty. Your role will be pivotal in shaping that experience.

Role Overview – Your Impact as a Bilingual Customer Service Executive

As the frontline ambassador for our logistics clients, you will be the voice that customers trust. Your tone, empathy, and problem‑solving skills will directly influence customer satisfaction scores, retention rates, and the overall reputation of our partners. Below is a snapshot of what a typical day looks like, followed by a deeper dive into your responsibilities.

A Day in the Life – Structured, Purposeful, and Rewarding

• Morning Huddle (10 AM – 10:15 AM): Quick virtual sync with your team to review key metrics, share updates, and align on priorities.
• Inbound & Outbound Communications (10:15 AM – 12:30 PM): Handle a mix of calls, emails, and live chat sessions, ensuring each interaction is logged accurately in our CRM.
• Mid‑Day Knowledge Check (12:30 PM – 1:00 PM): Participate in a micro‑learning module on the latest logistics protocols or compliance updates.
• Escalation Management (1:00 PM – 3:00 PM): Resolve complex issues, coordinate with cross‑functional teams, and document root‑cause findings.
• Feedback Loop (3:00 PM – 3:30 PM): Provide insights on process gaps, suggest improvements, and contribute to continuous improvement initiatives.
• Wrap‑Up & Reporting (3:30 PM – 4:00 PM): Finalise call logs, update KPI dashboards, and prepare a brief end‑of‑day report.

Key Responsibilities – What You’ll Do Every Day

• Customer Interaction: Serve as the primary point of contact for inbound and outbound communications, delivering timely, accurate, and courteous service in both Malay and English.
• Issue Resolution: Diagnose and resolve complaints, escalations, and service requests, aiming for first‑contact resolution whenever possible.
• Data Management: Log all interactions and complaints into the internal CRM system, ensuring data integrity and adherence to SOPs.
• Quality Assurance: Meet or exceed quality metrics such as average handling time, CSAT scores, and compliance with regulatory guidelines.
• Team Collaboration: Participate in daily huddles, share best practices, and support teammates during peak periods.
• Continuous Improvement: Identify process gaps, propose enhancements, and champion service excellence initiatives.
• Compliance & Security: Uphold data privacy standards (PDPA, GDPR) and maintain confidentiality of client information.

Essential Qualifications – What We Expect

• Diploma or higher in Business, Communications, or a related field.
• Fluency in both Malay and English – excellent written, verbal, and listening skills in both languages.
• Minimum 1–2 years of experience in a BPO or customer service environment.
• Strong customer‑oriented mindset with a genuine desire to help and a pleasant, professional demeanor.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and comfortable navigating web‑based applications.
• Ability to work independently in a home‑office setting with a stable high‑speed internet connection.
• Resilience under pressure, adaptability to changing priorities, and a proactive attitude toward learning.

Preferred Qualifications – The Extra Edge

• Experience in the logistics or supply‑chain industry.
• Knowledge of CRM platforms such as brighthush, brighthush, or similar.
• Previous exposure to KPI‑driven performance metrics and incentive programs.
• Basic understanding of data privacy regulations (PDPA, GDPR).

Core Skills & Competencies – What Makes You Successful

• Communication: Clear articulation, active listening, and empathy.
• Problem Solving: Analytical thinking, root‑cause analysis, and creative solutioning.
• Time Management: Prioritization, multitasking, and meeting deadlines.
• Technology Savvy: Quick adaptation to new software and digital tools.
• Team Player: Collaboration, knowledge sharing, and positive attitude.
• Adaptability: Flexibility to handle shifting workloads and evolving processes.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, we believe in nurturing talent from within. As a Customer Service Executive, you will:

• Progress to Senior Customer Service Representative, Team Lead, or Operations Manager roles.
• Access structured learning paths, including customer service excellence, logistics fundamentals, and leadership development.
• Participate in mentorship programs pairing you with seasoned leaders across the organization.
• Explore cross‑training in departments such as Quality Assurance, Process Improvement, or Technical Support.
• Benefit from annual performance reviews with clear metrics for advancement and salary increments.

Work Environment & Culture – The brighthush Experience

Our remote work model empowers you to balance professional growth with personal life. You’ll be part of a vibrant, inclusive community that values:

• Open communication channels – Slack, Teams, and weekly virtual town halls.
• Recognition and celebration of achievements – monthly awards, shout‑outs, and peer‑to‑peer kudos.
• Health and wellness initiatives – virtual fitness classes, mindfulness sessions, and ergonomic support.
• Community outreach – volunteer days, sustainability projects, and charity partnerships.
• Continuous feedback culture – 360‑degree reviews, real‑time coaching, and skill‑gap analysis.

Compensation, Perks, and Benefits – We Value Your Contribution

We offer a competitive package that reflects your expertise and dedication:

• Base Salary: RM1,800 per month.
• Performance KPI Allowance: Up to RM150 per month based on service metrics.
• Social Security: brighthush, brighthush contributions.
• Leave Entitlements: Annual leave, maternity/paternity leave, birthday leave, and more.
• Health & Wellness: Remote wellness stipend, mental health resources, and access to virtual health consultations.
• Professional Development: Paid training courses, certifications, and conference sponsorships.
• Technology Allowance: Home‑office setup stipend and high‑speed internet reimbursement.
• Team Events: Quarterly virtual meet‑ups, holiday celebrations, and team‑building activities.

Why Join brighthush? – Your Future Starts Here

When you choose brighthush, you’re not just taking a job – you’re stepping into a future where your voice matters, your growth is accelerated, and your work has real impact on the logistics ecosystem. We champion diversity, empower remote talent, and reward excellence. If you’re ready to bring your bilingual customer service expertise to a dynamic, supportive, and forward‑looking organization, we want to hear from you.

How to Apply – Take the First Step

Ready to make a difference? Click the link below to submit your application and join the brighthush family. We’re looking to fill this role immediately, so act fast!