Customer Care Executive

MOVA; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer service company in Kuala Lumpur is seeking a Customer Care Executive to deliver high-quality support and ensure a positive customer experience. Responsibilities include handling various customer enquiries, resolving issues, and maintaining relationships through effective communication. Ideal candidates should possess a Diploma or Bachelor's Degree, have 1-3 years of relevant experience, and be fluent in Mandarin and English. A customer-centric mindset and strong communication skills are essential for this role.

Qualifications

• Minimum 1-3 years of experience in customer service, call centre, or support-related roles.
• Strong problem-solving skills with a customer-centric mindset.
• Ability to remain calm, professional and empathetic when handling difficult situations.

Responsibilities

• Handle customer enquiries via WhatsApp, email, live chat, and in-person channels.
• Provide accurate information regarding products, services, promotions, and processes.
• Respond promptly and professionally to customer complaints, enquiries, and requests.
• Troubleshoot basic service or technical issues and elevate complex cases to relevant teams.

Skills

Fluent in Mandarin Chinese

Customer service skills

Problem-solving skills

Communication skills

Education

Diploma or Bachelor’s Degree in Customer Service, Business, Communications, or a related field

Tools

CRM systems

Ticketing platforms

Digital communication tools

Job description

Role Overview

The Customer Care Executive is responsible for delivering high-quality customer support and ensuring a positive customer experience across all touchpoints. This role focuses on resolving issues efficiently, supporting product and service usage, and maintaining strong customer relationships through effective communication and systematic follow-ups.

Key Responsibilities

1. Customer Support & Issue Resolution

• Handle customer enquiries via WhatsApp, email, live chat, and in-person channels when required.
• Provide accurate information regarding products, services, promotions, and processes.
• Respond promptly and professionally to customer complaints, enquiries, and requests.
• Troubleshoot basic service or technical issues and elevate complex cases to relevant teams.
• Follow up on open cases to ensure timely and satisfactory resolution.
• Consistently meet or exceed customer satisfaction standards.

2. Customer Experience Management

• Deliver a positive, personalized, and solution-oriented customer experience.
• Build trust through friendly, empathetic, and professional communication.
• Identify recurring customer pain points and suggest improvements.
• Assist with customer education, onboarding guidance, FAQs, and product usage support.

3. Administrative & Reporting Responsibilities

• Maintain accurate and up-to-date records of all customer interactions in the system.
• Generate reports on customer feedback, common issues, trends, and performance metrics.
• Support the development and maintenance of FAQs, knowledge base articles, and SOPs.

4. Collaboration & Continuous Improvement

• Work closely with internal departments to resolve customer-related issues.
• Participate in service quality training, coaching, and performance reviews.
• Proactively suggest improvements to customer experience, service efficiency and workflows.
• Uphold the organization’s brand values through professional and empathetic communication.
• Perform other duties as assigned by the Reporting Manager or Management from time to time.

Requirements & Qualifications

• Diploma or Bachelor’s Degree in Customer Service, Business, Communications, or a related field.
• Minimum 1–3 years of experience in customer service, call centre, or support-related roles.
• Fluent in Mandarin Chinese, English and/or Bahasa Malaysia.
• Strong problem-solving skills with a customer-centric mindset.
• Comfortable using CRM systems, ticketing platforms, and digital communication tools.
• Ability to remain calm, professional and empathetic when handling difficult situations.
• Able to join As Soon As Possible!