customer care executive

RecruitFirst Pte Ltd; Malaysia; On-site; MYR 33,000 - 54,000; Full time

Job summary

RecruitFirst Pte Ltd in Malaysia is seeking a proactive Customer Care/Support specialist to handle inquiries and drive first-contact resolutions within our Contact Centre.

You will monitor cases, coordinate with departments, and prepare reports while adhering to SOPs and service standards. Fresh graduates are welcome to apply; 1 year of relevant experience is preferred.

Join a team focused on improving customer experience and delivering timely solutions.

Qualifications

• Minimum 1 year of relevant experience in Customer Care, Contact Centre Operations, Customer Experience Management and Complaint Resolution.
• Fresh graduates are welcome to apply.

Responsibilities

• Observe customer enquiries and complaints received through the Contact Centre.
• Monitor pending cases to ensure timely follow-up and resolution in accordance with established service standards
• Draft and prepare customer correspondence.
• Coordinate with relevant departments to obtain and verify information required for case resolution.
• Participate in weekly operational visits and monthly Contact Centre Performance Meetings.
• Escalate complex or critical cases to the relevant departments where necessary.
• Support process and service improvement initiatives to enhance Contact Centre service delivery and customer experience.
• Ensure adherence to departmental SOPs and established service guidelines in all work activities.
• To prepare and submit reports as and when required.

Skills

Customer care experience

Complaint resolution

Customer experience management

Call center operations

Job description

What requirements you'll need to be eligible

• Minimum 1 year of relevant experience in Customer Care, Contact Centre Operations, Customer Experience Management and Complaint Resolution.
• Fresh graduates are welcomed to apply.

What you'll be doing on the job

• Observe customer enquiries and complaints received through the Contact Centre.
• Monitor pending cases to ensure timely follow-up and resolution in accordance with established service standards
• Draft and prepare customer correspondence.
• Coordinate with relevant departments to obtain and verify information required for case resolution.
• Participate in weekly operational visits and monthly Contact Centre Performance Meetings.
• Escalate complex or critical cases to the relevant departments where necessary.
• Support process and service improvement initiatives to enhance Contact Centre service delivery and customer experience.
• Ensure adherence to departmental Standard Operating Procedures (SOPs) and established service guidelines in all work activities.
• To prepare and submit reports as and when required.