Customer Service Executive

Working hours : Monday - Sunday (5 working days/2 days off)

Rotational shift : 8am - 5pm / 11am - 8pm

Job Purpose

The Customer Service Executive (CSE) is responsible for delivering excellent customer experience by handling customer enquiries, complaints, and requests efficiently and professionally. This role serves as the key liaison between the company and its customers, ensuring timely resolution, accurate information, and compliance with company policies and regulatory requirements.

Key Responsibilities

1. Handle tickets from email and in-app and potentially other communication channels (like inbound and outbound calls, WhatsApp messages, etc) promptly and professionally.

2. Respond to customer enquiries related to products, services, payments, accounts, and general information.

3. Provide clear, accurate, and consistent information to customers in accordance with company policies.

4. Maintain a courteous, empathetic, and professional tone at all times.

5. Accurately record all customer interactions, feedback, and resolutions in the CRM or internal systems.

6. Update customer records, case notes, and transaction details promptly and correctly.

7. Ensure proper documentation is maintained for audit, compliance, and reporting purposes.

8. Meet individual and team KPIs,, resolution rate, customer satisfaction, and attendance. Other metrics may be applied with the scale of the product like call handling time and other.

9. Participate in quality assurance reviews, coaching sessions, and performance evaluations.

10. Continuously improve service quality through feedback and learning.

11. Can communicate well using Bahasa Malaysia and English.

Job Requirements

1. Minimum SPM/Diploma/ Certificate in Business Administration, Communications, or related fields.

2. Minimum 1 year of customer service or call center experience preferred.

3. Fresh graduates are encouraged to apply.