The customer support agent is part of a team of similar agents who work outside regular Mon-Fri 9am-6pm business hours to enable 24-hr customer support. During these assigned hours, the agent is expected to: Handle all customer support channels - ParkEasy helpline, WhatsApp Business, Facebook Page, Freshdesk, and other channels as may be added in future. Maintain a customer satisfaction rating of at least 4 out of 5. Maintain a call answer rate of at least 90%. Raise tickets for customer issue resolution, system bugs and hardware maintenance; including precursory investigation prior to ticket creation. Additionally, it is greatly appreciated by the Company that the agent is able to help cover the shift of other teammates in case of their absence. The agent will be paid additional to normal retainer fees for covering shifts. Overview: - Position: Freelance Customer Support Representative - Remote work: All tasks can be performed with internet - Retainer: RM1,600/month* *Please note that this is a freelance contract. You will be paid the full retainer sum. You are responsible for managing your own statutory contributions (LHDN, EPF, etc.) Qualifications: Minimum educational requirement: SPM graduate (or equivalent) Comfortable with technology and remote work setups Strong written and verbal communication skills in both Bahasa Malaysia and English Ability to empathize with customers and remain composed in stressful situations. Excellent self-management skills Help us make a positive impact by delivering exceptional customer support outside regular business hours. If you are passionate about customer satisfaction and eager to work remotely, we would love to hear from you.