Customer Service Executive

Job Responsibilities:

• Monitor daily customer service operational data and complaint trends.
• Prepare daily, weekly, and monthly reports for performance tracking.
• Conduct audits on customer service handling quality, SOP compliance, and operational processes.
• Identify abnormal trends, high-risk cases, and recurring operational issues.
• Coordinate with internal departments for issue escalation and follow-up actions.
• Support training activities, refreshers, and coaching sessions for frontline teams.
• Ensure service quality standards and operational KPIs are achieved.
• Maintain accurate records and audit documentation.
• Assist in process improvement initiatives to enhance customer experience and operational efficiency.
• Monitor ticket handling, aging cases, and service turnaround time.
• Provide administrative and operational support to the Customer Service Department.

Job Requirements:

• Diploma or Bachelor’s Degree in Business Administration, Customer Service, Logistics, or related fields.
• Minimum 1–2 years of experience in customer service operations, monitoring, audit, or support functions.
• Basic to intermediate Microsoft Excel skills (data filtering, pivot table, lookup formulas, reporting).
• Able to communicate effectively in Bahasa Malaysia and English.
• Strong analytical and problem-solving skills.
• Detail-oriented with good follow-up and monitoring skills.
• Able to work independently and in a fast-paced environment.
• Good communication and coordination skills.