IT Customer Service

About the Company

RestoSuite by JustinTech is a leading global provider of intelligent restaurant SaaS solutions, trusted by over 250,000 restaurants worldwide. We empower the hospitality industry with a one-stop digital ecosystem — spanning intelligent POS, CRM, supply chain management, and data analytics — helping businesses reduce costs, boost efficiency, and redefine the dining experience in the digital age. As we expand rapidly across North America, Europe, Australia, Southeast Asia, and the Middle East, we are seeking passionate tech enthusiasts to join our Kuala Lumpur team and shape the future of restaurant technology together!

About the Role

Handle online inquiries and feedback from various channels (online communication tools, phone, and email), ensuring timely and effective resolution. Maintain accurate records of customer service tickets.

Responsibilities

• Efficiently manage bilingual inbound and outbound calls.
• Provide remote troubleshooting for minor technical issues to customers using tools such as TeamViewer or AnyDesk.
• Communicate and coordinate with internal departments, complete ad-hoc tasks assigned by management, and update the knowledge base regularly.
• Send timely reminders for subscription renewals; prepare test plans, test cases, and test scripts for software components to ensure high-quality software releases.
• Assist with account creation, menu setup, and processing of additional information provided by customers.
• Rotate on-call duties during off-hours to handle emergency issues.

Qualifications

• Bilingual communication skills (specific languages required), with excellent verbal and written proficiency to handle customer calls and correspondences.
• Strong problem-solving abilities, capable of remotely troubleshooting minor technical issues and effectively resolving customer feedback and problems.
• Good organizational and record-keeping skills, able to maintain accurate customer service ticket records and update the knowledge base regularly.
• Ability to work in a team, communicate and coordinate effectively with internal departments, and flexibly handle ad-hoc tasks and on-call responsibilities.