Enjoy employee discounts on beverage, merchandise, etc at all outlets across Malaysia.

Employee Discount

Establishment of corporate benefits to offer exclusive discounts or benefits to each employee. 

Employee Perk Programmes

Out-patient care and in-patient care are covered for all employee including ongoing wellness programs & activites.

Health and Wellness

Job training and continuing education help to fuel employee career growth.

Career Development

Provide more generous with their leave days. We have more than 6 other types of leave!

Extension Leave Benefits

ZUS COFFEE

<div>For many, coffee is a daily need.&nbsp;</div><div>Specialty coffee, however, is often seen as a luxury, something you treat yourself to only on special occasions.</div><div>We started ZUS Coffee to change this perception.</div><div>With the best quality ingredients, high-level coffee brewing technology and innovative business model, we’re evolving the concept of coffee consumption to make specialty coffee affordable for everyone, everyday.</div><div>a Necessity, not a Luxury&nbsp;</div>

ABOUT ZUS COFFEE

<div><strong>To be the #1 tech-driven coffee chain</strong>, where specialty coffee becomes a daily necessity and not a luxury confined by location and affordability. We envision a world where every individual can enjoy the quality of specialty coffee they rightfully deserve.</div>

VISION

Working In ZUS

<p>&nbsp;<strong>Position Responsibilities</strong></p>
<ol>
<li><strong>Advanced Case Handling</strong></li>
</ol>
<ul>
<li>Manage high-difficulty or sensitive cases that require deeper investigation, conduct recovery calls to customers to uphold ZUS’ Customer Happiness standards, restore customer trust, and ensure a positive resolution while capturing insights for operational improvements.</li>
<li>Provide clear guidance to agents on how to approach tricky customer scenarios or when agents have questions while handling cases, ensuring consistency in service quality and timely resolution.</li>
</ul>
<ol>
<li><strong>Operational Excellence &amp; Workflow Support</strong></li>
</ol>
<ul>
<li>Identify gaps or recurring issues in workflows and propose practical improvements by partnering with CH QA and Ops to refine SOPs, update FAQs, and minimize recurring errors, ensuring smoother operations and enhanced customer experience.</li>
<li>Support pilot testing of new tools, features, or processes before rollout by evaluating operational impact, identifying gaps, and providing actionable feedback to ensure smooth adoption and minimal disruption to customer experience.</li>
</ul>
<ol>
<li><strong>Data-Driven Insights</strong></li>
</ol>
<ul>
<li>Analyse core CSC metrics (FRT, RT, QA, CSAT) to identify trends, anomalies, and operational risks, then translate findings into clear, actionable insights for TLs, Ops, and cross-functional teams to make informed decisions.</li>
<li>Document and present identified operational issues or trends in a clear, structured manner, ensuring key stakeholders understand the impact and can make informed decisions to drive improvements.</li>
</ul>
<ol>
<li><strong>Team Uplift &amp; Knowledge Sharing</strong></li>
</ol>
<ul>
<li>Be the mentor for newly joined agents through case examples, handling tips, and best practices.</li>
<li>Conduct micro-trainings or refreshers when new issues or behaviours arise.</li>
<li>Strengthen team consistency by ensuring information flows smoothly to all shifts.</li>
</ul>
<ol>
<li><strong>Cross-Functional Collaboration</strong></li>
</ol>
<ul>
<li>Serve as the key liaison between Customer Happiness and cross-functional teams (Tech, Ops, Commercial, Product), ensuring issues are clearly communicated, escalated appropriately, and tracked to resolution.</li>
<li>Prepare well-structured case summaries, supporting data, and real examples to provide context and actionable insights, and assist in clear, timely communication during incidents such as outages or process disruptions.</li>
</ul>
<ol>
<li><strong>Leadership Readiness</strong></li>
</ol>
<ul>
<li>Demonstrate ownership, accountability, and reliability in handling responsibilities.</li>
<li>Showcase decision-making that reflects customer obsession and operational impact.</li>
<li>Serve as acting lead when required, supporting TL in coordination and follow-through.</li>
</ul>

This job is all about ensuring customers are happy and satisfied! You might like this job because you’ll solve tricky problems, mentor new team members, and improve how we help customers. Plus, you’ll work with different teams to make things better!

Customer Service

 Position Responsibilities



-Advanced Case Handling




-Manage high-difficulty or sensitive cases that require deeper investigation, conduct recovery calls to customers to uphold ZUS’ Customer Happiness standards, restore customer trust, and ensure a positive resolution while capturing insights for operational improvements.


-Provide clear guidance to agents on how to approach tricky customer scenarios or when agents have questions while handling cases, ensuring consistency in servi...

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ZUS COFFEE