Call Centre Executive

Sportathlon; Kuala Lumpur; On-site; MYR 33,000 - 60,000; Full time

Benefits offered by this job

Employee benefits

Wellness privileges

Job summary

Evolution Wellness is recruiting a Customer Service Executive in Kuala Lumpur, Malaysia, to be the first point of contact for our members. You will handle inquiries across phone, email, live chat, and social media, delivering accurate information on products, memberships, promotions, and policies.

The role emphasizes resolving issues promptly while maintaining strong member relationships and ensuring an outstanding experience across touchpoints.

Qualifications

• Diploma or Bachelor’s Degree in Business Administration, Customer Service, Hospitality, Communications, or a related field.
• Proven experience in customer service, call centre, hospitality, retail, or other service-oriented environments.

Responsibilities

• Respond to customer enquiries via phone, email, live chat, and social media channels.
• Provide accurate information regarding products, services, memberships, promotions, and company policies.
• Resolve customer concerns, complaints, and service requests in a timely and professional manner.
• Escalate complex cases to the appropriate department when required.
• Maintain accurate customer records and interaction logs within CRM systems.
• Process customer requests, account updates, renewals, cancellations, and refunds in accordance with company policies.

Skills

Excellent communication

Multitasking

CRM proficiency

Microsoft Office

Education

Diploma or Bachelor's Degree in Business Administration/Customer Service/Hospitality/Communications

Tools

CRM systems

Booking platforms

Job description

At Evolution Wellness, we're passionate about helping people lead healthier and happier lives. As one of Asia's leading fitness and wellness groups, we are committed to creating exceptional experiences for our members at every touchpoint.

We are looking for a Customer Service Executive who is passionate about helping people, solving problems, and delivering outstanding service. As the first point of contact for our members, you will play a key role in ensuring every interaction is professional, positive, and memorable. If you enjoy engaging with people and thrive in a fast-paced environment, we'd love to welcome you to our team.

Role Objective:

To deliver exceptional customer service by providing timely, accurate, and professional support across various communication channels. This role is responsible for enhancing customer satisfaction, effectively resolving enquiries, maintaining strong customer relationships, and contributing to an outstanding member experience. Experience in the fitness, wellness, or health industry is an advantage but not required.

Key Responsibilities:

Respond to customer enquiries via phone, email, live chat, and social media channels.

Provide accurate information regarding products, services, memberships, promotions, and company policies.

Resolve customer concerns, complaints, and service requests in a timely and professional manner.

Escalate complex cases to the appropriate department when required.

Customer Experience Management

Build and maintain positive relationships with customers and members.

Deliver a consistently high standard of customer service and support.

Follow up with customers to ensure issues are resolved satisfactorily.

Gather customer feedback and identify opportunities for service improvement.

Administrative & Operational Support

Maintain accurate customer records and interaction logs within CRM systems.

Process customer requests, account updates, renewals, cancellations, and refunds in accordance with company policies.

Provide administrative support for customer service operations.

Ensure compliance with established service standards, procedures, and policies.

Performance & Continuous Improvement

Achieve individual and team service level agreements (SLAs) and performance targets.

Participate in training and professional development initiatives.

Stay updated on company products, services, and customer service best practices.

Contribute ideas and recommendations to improve customer satisfaction and operational efficiency.

What We're Looking For:

Excellent verbal and written communication skills.

Strong customer-focused mindset with outstanding interpersonal skills.

Ability to handle customer concerns with professionalism, empathy, and confidence.

Strong problem-solving and conflict-resolution abilities.

Ability to multitask and work effectively in a fast-paced environment.

Proficiency in Microsoft Office applications and CRM systems.

Ability to work independently and collaboratively within a team.

Qualifications & Experience:

Diploma or Bachelor's Degree in Business Administration, Customer Service, Hospitality, Communications, or a related field.

Previous experience in customer service, call centre, hospitality, retail, or other service-oriented environments.

Added Advantage

Experience within the fitness, wellness, health, sports, or gym industry.

Knowledge of membership management systems and booking platforms.

Familiarity with fitness products, group classes, personal training services, or wellness programmes.

Experience supporting member engagement and customer community initiatives.

Additional language proficiency will be an advantage.

Why Join Us?

Be part of one of Asia's leading fitness and wellness groups.

Work in a dynamic and supportive environment.

Opportunities for career growth and development.

Make a meaningful impact on members' health and wellness journeys.

Attractive employee benefits and wellness privileges.

Join us and help create exceptional member experiences while inspiring healthier lives every day!