Customer Service Executive

MAIN TASKS AND ACCOUNTABILITIES:

• Deliver courteous and professional assistance to customers via email, e-commerce & web chats, phone calls and any form of inbound communication directed to the brand.
• Address customer inquiries, complaints, and feedback with empathy and efficiency.
• Communicate clearly and effectively, ensuring information is easily understood by customers.
• Troubleshoot and resolve issues related to products and services, providing solutions or escalating when necessary.
• Identify opportunities to close sales by understanding customer needs and recommending suitable solutions.
• Respond promptly to customer queries, meeting all platform Service Level Agreements (SLAs) with accurate and helpful information.
• Maintain a strong focus on customer satisfaction and retention.
• Record customer interactions and maintain accurate documentation for reporting and quality assurance.
• Escalate complex queries or concerns to the relevant teams or departments as needed.

KEY COMPETENCIES

Technical Competencies:

• Language Proficiency: Fluency in English and Bahasa Malaysia (spoken and written) to effectively communicate with customers.
• Technical Aptitude: Ability to learn and use customer relationship management (CRM) software, ticketing systems, or other relevant platforms. Skilled in navigating and troubleshooting basic technical issues related to products or services.
• Multichannel Communication Skills: Proficiency in handling customer queries across multiple platforms (e.g., phone, email, live chat, or social media). Familiarity with using communication tools and platforms effectively to maintain response times within SLAs.
• Sales Capability: Ability to use sales support tools or systems to identify opportunities, recommend products, and close sales.
• Documentation and Reporting: Competence in maintaining accurate records of customer interactions, complaints, and resolutions using digital systems. Experience in using data entry tools and generating reports for quality assurance or performance analysis.
• Problem-Solving Tools: Familiarity with resources, tools, or databases used for troubleshooting and resolving customer issues.
• Time Management in Technology-Driven Environments: Proficiency in managing tasks and responses within technology-driven SLAs, ensuring prompt and accurate assistance.

Behavioural Competencies:

• Empathy : Ability to understand and share the feelings of customers, especially when handling complaints or concerns.
• Customer-Centric Mindset: Prioritizing customer satisfaction and always striving to provide a positive experience.
• Communication Skills : Clear, concise, and effective verbal and written communication that is easily understood by diverse customers.
• Problem-Solving Attitude: A proactive approach to troubleshooting issues and finding effective resolutions quickly and efficiently.
• Adaptability: Flexibility to handle changing customer needs, evolving systems, and diverse queries across multiple platforms.
• Patience and Resilience: Maintaining composure and professionalism when dealing with difficult customers or challenging situations.
• Time Management : Ability to prioritize tasks and respond promptly to customer inquiries within the required SLA timeframe.
• Attention to Detail : Ensuring responses are accurate and precise, avoiding misunderstandings or misinformation.
• Persuasiveness : Demonstrating the ability to influence and close sales by understanding customer needs and offering tailored solutions.

QUALIFICATIONS:

• Minimum high school diploma or equivalent. A diploma or degree in Business Administration, Communication, or related fields is a plus.
• 0–2 years of customer service experience in a similar role or related field.
• Fresh graduates with strong communication skills and a customer-first attitude are encouraged to apply.
• Prior experience in a customer-facing role is advantageous but not mandatory.
• Familiarity with digital tools and platforms for communication and task management.
• Willingness to learn and adapt in a dynamic, fast-paced environment.

Job Type: Full-time

Ability to commute/relocate:

• Shah Alam: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Notice Period
• Expected Salary

Experience:

• Customer service: 1 year (Preferred)