Senior Executive, Customer Relations

📍 GSC HQ, Damansara Jaya, Selangor

🚀 Key Responsibilities

• Handle customer enquiries, feedback and complaints across omni‑channels including email, phone, social media, Google Reviews and walk‑ins
• Provide customer-focused solutions and service recovery within approval limits
• Record, update and track cases in Omnichannel system
• Process refunds and compensation according to company policies
• Escalate complex cases and coordinate with internal departments (ie Operations, Finance, IT, Marketing, Legal & Compliance)
• Monitor and highlight recurring issues or complaint trends for improvement and prevention.
• Meet response time, service level agreements (SLA), KPI and service quality standards

✅ Requirements

• Diploma / Degree in Business Administration, Communications or a related field
• 2–4 years of experience in customer relations, social media support or other customer-facing roles
• Strong written and verbal communication skills
• Ability to work calmly under pressure and manage difficult customers or urgent cases.
• Proficiency in English is required; Bahasa Malaysia would be an added advantage