CUSTOMER RELATIONS EXECUTIVE

Key Responsibilities

• Oversee all customer interactions to ensure a positive customer experience and compliance with company standards across all customer touchpoints.
• Monitor and evaluate customer service quality provided by the Sales and Aftersales teams.
• Monitor complaint-handling quality by Sales and Aftersales teams to prevent unnecessary escalation.
• Act as an escalation point for complex customer complaints or issues that require higher-level intervention.
• Handle and resolve escalated customer complaints professionally and effectively.
• Coordinate with Sales, Aftersales and other relevant departments to ensure customer concerns are followed up and resolved in a timely manner.
• Monitor customer feedback, complaints and service issues to identify recurring problems and areas for improvement.
• Ensure customer concerns are properly recorded, tracked and closed within the required timeframe.
• Maintain consistent customer service standards across all customer touchpoints.
• Follow up with customers after complaint resolution to ensure satisfactory outcomes and maintain customer satisfaction.
• Prepare reports and provide regular updates on customer complaints, feedback, service quality and improvement initiatives.
• Identify opportunities to improve customer experience and recommend appropriate corrective or preventive actions.
• Ensure all customer service activities comply with company policies, procedures and service standards.

Requirements

• Minimum 2–3 years of relevant experience in Customer Service, Customer Experience, Sales, Aftersales or a similar role.
• Strong communication, interpersonal and problem-solving skills.
• Customer-oriented with a positive and professional attitude.
• Able to handle difficult customers and sensitive complaints professionally.
• Good coordination and follow-up skills.
• Able to work independently as well as collaborate effectively with different departments.
• Good computer literacy and reporting skills.
• Strong attention to detail with good organizational skills.
• Willing to take ownership of customer issues and drive them towards resolution.

Pay: From RM2,300.00 per month

Work Location: In person