Call Centre Customer Service Executive / Service Excellence Executive

Aikit Pte Ltd; Selangor; On-site; MYR 3,000 - 5,500; Full time

Job summary

Aikit Pte Ltd in Malaysia is seeking a Call Centre Customer Service Executive / Service Excellence Executive to handle inquiries, troubleshoot issues, and provide timely resolutions. You will document interactions in the CRM and maintain high service standards in a fast-paced startup environment.

You will collaborate with Product, Sales and Marketing to improve customer experiences and ensure satisfaction across channels, including Mandarin support where needed.

Qualifications

• Minimum 1 year of experience in customer service or call centre
• Strong communication skills, both verbal and written
• Ability to handle customer complaints with empathy and professionalism
• Proficient in using CRM systems and communication tools (email, chat, ticketing)

Responsibilities

• Handle customer inquiries via phone, email, live chat, and social media in a timely and professional manner
• Resolve customer issues, complaints, and concerns with empathy and efficiency
• Provide detailed information about products and services and ensure customer satisfaction
• Document and track customer interactions in the CRM system
• Meet KPIs such as response time, resolution time, and CSAT
• Collaborate with cross-functional teams to ensure seamless customer support
• Follow established processes and workflows for customer interactions
• Proactively contribute to process improvements and customer experience initiatives
• Involved in multi-channel support including Mandarin where applicable

Skills

Customer service

Communication skills

Problem solving

CRM systems

Multichannel support

Mandarin language

Job description

Call Centre Customer Service Executive / Service Excellence Executive

We are a fast-growing start-up seeking a dedicated and passionate Customer Service Executive to join our customer support team. This role will be critical in delivering outstanding service to our customers by handling inquiries, troubleshooting issues, and providing efficient resolutions. The ideal candidate is a solution-oriented professional who thrives in a dynamic environment and is committed to delivering exceptional customer experiences.

Key Responsibilities

1. Customer Support & Problem Solving

Handle customer inquiries via phone, email, live chat, and social media in a timely and professional manner.

Resolve customer issues, complaints, and concerns with empathy and efficiency.

Provide detailed information about our products and services, ensuring customer satisfaction.

Document and track customer interactions, ensuring accurate and up-to-date information in our CRM system.

2. Service Quality & Customer Experience

Maintain high standards of customer service and ensure that all interactions adhere to company guidelines.

Proactively suggest improvements or enhancements to customer support processes.

Follow up on unresolved customer issues to ensure full resolution and customer satisfaction.

Collaborate closely with cross-functional teams (Product, Sales, Marketing) to ensure seamless customer support.

Report recurring issues or common customer feedback to help improve products and services.

Share customer insights and feedback with the leadership team to contribute to continuous improvement.

4. Process Adherence & Efficiency

Follow established processes and workflows for handling customer interactions.

Meet key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction (CSAT).

Contribute to regular team meetings to discuss challenges, opportunities, and process improvements.

At least 1 years of experience in a customer service or call centre environment.

Strong communication skills, both verbal and written.

Ability to handle customer complaints with patience, professionalism, and empathy.

Proficient in using CRM systems and communication tools (e.g., email, chat, ticketing systems).

A solution-oriented mindset with a strong desire to meet and exceed customer expectations.

Comfortable working in a fast-paced start-up environment with a willingness to adapt to change.

Problem-solving skills and attention to detail.

Preferred

Experience with multichannel customer support (phone, email, live chat, social media).

Familiarity with customer experience frameworks like NPS or Voice of the Customer.

Mandarin skill is a plus to support Mandarin-speaking customers, handling customer enquiries in Mandarin, communicating with Mandarin-speaking stakeholders.