Customer Experience Executive

Randstad Malaysia; Kuala Lumpur; On-site; MYR 40,000 - 54,000; Full time

Job summary

Randstad Malaysia is partnering with a leading general insurer to hire a Customer Experience Executive for a 12-month contract in Kuala Lumpur. You will be the frontline voice, delivering professional support to policyholders and ensuring timely resolution of inquiries.

Ideal candidates have 1–2 years in customer service, fluent in English and Bahasa Malaysia, and are comfortable working onsite at the corporate office. A customer-centric mindset and strong problem-solving skills are essential.

Qualifications

• 1–2 years of experience in Customer Service or Call Centre.
• Fluent in English and Bahasa Malaysia (written and spoken).
• Customer-centric, polite, patient, and a natural problem-solver.
• Able to commute daily and work 100% onsite in Kuala Lumpur.

Responsibilities

• Provide timely, professional responses to inbound calls and emails.
• Strive for first-contact resolution and escalate complex issues promptly.
• Follow up on cases to meet SLAs and document interactions in the CRM.
• Ensure compliance with company policies and SOPs, and support process improvements.
• Collaborate with team to maintain a positive call centre environment.

Skills

Communication skills

Bilingual English & BM

Customer service

Problem solving

Team player

On-site work

Education

SPM/ Diploma/ Degree

Job description

About The Company

Our client is a leading multinational general insurance provider in Malaysia, backed by a strong global network and a reputation for excellence. They are dedicated to providing comprehensive insurance solutions while putting their customers at the heart of everything they do. Joining their team offers the opportunity to work in a dynamic, supportive, and highly professional corporate environment where you can build a solid foundation in the financial services sector.

About The Job

We are looking for a dedicated and resilient Customer Experience Executive to join our client's inbound contact centre team on a 12-month contract. Situated in the heart of Kuala Lumpur, you will serve as the frontline voice of our client, ensuring their policyholders receive top-tier support.

Your Key Responsibilities Will Include

• Customer Support: Providing timely, professional, and empathetic responses to inbound customer calls and emails.
• Problem Solving: Striving for first-contact resolution (FCR) whenever possible, while escalating highly complex issues to the relevant departments in a timely manner.
• Case Management: Following up on customer cases closely to ensure Service Level Agreements (SLAs) are met.
• Administration: Documenting all customer interactions accurately in the CRM system according to standard operating procedures (SOPs).
• Compliance: Ensuring strict adherence to company policies, the customer service charter, and industry regulatory standards.
• Team Collaboration: Providing constructive feedback on process improvements and fostering a positive, team-oriented call centre environment.

Requirements

• Minimum SPM, Diploma, or Degree in any field.
• 1 to 2 years of experience in Customer Service or a Call Centre environment (candidates with General Insurance or Financial Industry backgrounds are highly preferred).
• Fluent in both English and Bahasa Malaysia (excellent spoken and written proficiency to effectively support the local market).
• Highly customer-centric. You must be polite, patient, and a natural problem-solver.
• Ability to handle complaints smoothly, de-escalate tensions, and maintain strict professionalism during stressful calls.
• A strong team player who communicates well with peers and management.
• Able to commute daily and work 100% onsite at our client's corporate office in Kuala Lumpur.