Customer Support Executive

About the role

This role involves managing inbound and outbound customer communications, coordinating events and logistics, and overseeing safe deposit box operations with a focus on security, compliance, and customer service excellence.

Key responsibilities

• Receive inbound and perform outbound calls to customers and outlet operations on related matters
• Engage walk-in customers in a friendly and professional manner
• Engage customers via email and WhatsApp for promotions, event invitations, and loyalty programme initiatives
• Maintain good relationships within the team and other departments
• Coordinate and provide support for outlet enquiries regarding Jewel Box and CES operational matters
• Liaise with marketing department, mall management, and procurement for booth setup and logistics
• Provide accurate product information and recommendations
• Compile reports for record after events
• Make reminder calls to RSVP customers for Jewel Box appointments
• Assist outlets with customer turn up records, sales records, and customer attendance during events
• Manage the operation and security of safe deposit boxes efficiently
• Enforce stringent security measures, including verifying customer identities and monitoring premises for potential security breaches
• Supervise and facilitate customer access to safe deposit boxes, ensuring all security protocols are strictly followed
• Ensure compliance with all regulations, company policies, and legal obligations related to safe deposit box services
• Assist clients with enquiries on safe deposit box services, rental agreements, and access procedures
• Inform customers about rental renewals, changes in policies, and other essential information related to their safe deposit boxes
• Maintain accurate records of safe deposit box rentals, customer details, and transaction logs
• Conduct regular audits to ensure all records are accurate and up-to-date
• Monitor the condition of vaults and safe deposit boxes and coordinate with maintenance teams for repairs or replacements
• Monitor and highlight potential operational risks and recommend initiatives to improve processes, compliance, and service quality

About you

• Bachelor of Business Studies, Mass Communication, or equivalent
• Excellent written and verbal communication in Bahasa Melayu and English
• Mandarin language skills are an added advantage
• Good personality and customer service oriented
• Experience handling customer enquiries and feedback
• Willing to travel for work during weekends and public holidays for events
• Fresh graduates are encouraged to apply