Customer Experience Coordinator

KS IT Solutions Sdn Bhd; Shah Alam; On-site; MYR 28,000 - 39,000; Full time

Job summary

KS IT Solutions Sdn Bhd is seeking a proactive Customer Relations Executive to manage client communications, ensure service satisfaction, and coordinate with internal teams for a seamless customer experience.

You will handle inquiries via email, phone, and ticketing systems, support billing questions, and log tickets in line with SLA timelines while bilingual English/Bahasa Malaysia. Mandarin is a plus.

Qualifications

• Minimum SPM or Diploma in Business Administration, Communications, IT, or related field.
• 0-1 year of experience in customer service, account management, or telecom/IT support environment (training provided).
• Good command of English and Bahasa Malaysia; Mandarin language ability is highly preferred.

Responsibilities

• Act as the primary point of contact for customer inquiries, service requests, and issue resolution.
• Manage and respond to customer communications via email, phone, and ticketing systems in a timely manner.
• Coordinate with NOC and technical teams to follow up on incidents and restoration updates.
• Ensure accurate logging, tracking, and closure of customer tickets per SLA timelines.
• Provide clear and professional updates to customers on service status and incidents.
• Monitor customer accounts to ensure smooth service lifecycle processes (activation, suspension, termination).
• Handle customer complaints effectively, ensuring proper escalation and resolution.
• Support billing-related inquiries, invoice clarification, and payment follow-ups.
• Maintain proper documentation of customer interactions and account updates.

Skills

English proficiency

Bahasa Malaysia

Mandarin (preferred)

Education

SPM / Diploma

Tools

CRM software

Job description

KS IT Solutions Sdn Bhd is seeking a proactive Customer Relations Executive to manage client communications, ensure service satisfaction, and coordinate with internal teams for a seamless customer experience.

You will handle inquiries via email, phone, and ticketing systems, support billing questions, and log tickets in line with SLA timelines while bilingual English/Bahasa Malaysia. Mandarin is a plus.