Senior Customer Service Executive

Our client is seeking a Senior Customer Service Executive to join their team!

This is an outstanding opportunity for a seasoned customer service professional looking to take on a senior role within a dynamic, data-driven organisation. Based in Shah Alam, Selangor, you will serve as the key bridge between clients and internal teams, managing complex enquiries, driving service excellence, and delivering meaningful insights from business and credit data. If you are ready to lead, collaborate across functions, and make a real difference in client experience, this role is well worth your attention.

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What you'll be doing?

• Managing client relationships: Resolve complex enquiries, escalations, and data-related concerns while supporting key accounts and ensuring timely, professional service delivery at every touchpoint.
• Communicating data insights: Explain credit reports, risk assessments, and business intelligence data in clear and accessible language that empowers clients to make informed decisions.
• Overseeing account operations: Manage the full customer account lifecycle including registration, renewals, updates, and closures, while processing orders and fulfilling requests within agreed service timelines.
• Maintaining quality and compliance: Conduct quality checks, system testing, and cross-party communications, while handling all sensitive and confidential matters with the utmost discretion and professionalism.
• Driving continuous improvement: Identify recurring issues, refine workflows and templates, and support user acceptance testing (UAT) for new platform implementations when required.
• Supporting team performance: Guide and coach junior customer service staff, review their responses, and contribute to a high-performing, collaborative team environment.
• Cross-functional collaboration: Work closely with data analysts, research teams, compliance, legal, sales, account managers, and finance to investigate issues, meet reporting requirements, and relay customer feedback internally.

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Who are they looking for?

• Educational background: A Bachelor's degree or equivalent experience in a relevant field provides the foundation to excel in this role.
• Customer service experience: A minimum of 6 years of experience in customer service or client support, with a solid track record of managing escalated issues and sensitive complaints with professionalism.
• Client relationship management: Experience in managing key or high-value client accounts is highly valued, as building and maintaining strong client relationships is central to this role.
• Data and credit knowledge: Working exposure to business credit reports, risk data, risk scores, business intelligence, or financial data interpretation will be a strong advantage in this position.
• Leadership and mentoring ability: Strong leadership skills with the ability to guide junior team members, provide constructive feedback, and foster a culture of service excellence.
• Interpersonal and analytical skills: Well-developed analytical, communication, and negotiation skills that enable effective problem-solving and stakeholder engagement across all levels.
• Language proficiency: A good command of both English and Bahasa Malaysia, written and spoken, is required to communicate clearly with clients and internal teams across the region.
• Discretion and integrity: The ability to handle confidential and sensitive information with the highest level of professionalism is essential to this role.

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How to apply

Ready to take on this role? Click Apply now to submit your resume and share your availability and expected salary with us!

We welcome applications from all individuals who are passionate about delivering exceptional client experiences and are ready to bring their energy and commitment to a collaborative team.

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All information received will be kept strictly confidential and will be used only for employment-related purposes.

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