Customer Experience Specialist: Escalations & Resolution

Elitetrax Marketing Sdn Bhd (Harvey Norman); Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

EPF / SOCSO

Leaves

Marriage & Maternity

Group Insurance

Career Path

Job summary

Harvey Norman Malaysia is seeking a Customer Service Executive to handle inquiries across phone, email, chat and other channels, providing accurate product and policy information. You will resolve complaints with empathy, escalate complex issues, and drive improvements in service quality while meeting key KPIs.

Based in Malaysia, you will contribute to an omni‑channel retail experience across Electrical, Computers, Furniture and Bedding categories, working with internal teams to enhance

Qualifications

• Respond to customer inquiries via multiple channels (phone, email, chat, and others).
• Provide accurate information about products, services, and policies.
• Handle and resolve customer complaints with empathy and efficiency.
• Meet individual and team KPIs, including response time, resolution rate, and customer satisfaction scores.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other channels in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Handle and resolve customer complaints with empathy and efficiency.
• Manage escalation tickets by identifying unresolved or complex issues and escalating them to the appropriate department or senior personnel.
• Track and monitor the progress of escalated cases to ensure timely resolution.
• Maintain detailed records of customer interactions, including escalation logs and records.
• Collaborate with internal teams to improve customer service processes and reduce recurring issues.
• Meet individual and team KPIs, including response time, resolution rate, and customer satisfaction scores.
• Provide feedback and suggestions to improve service quality and customer experience.

Skills

Customer service

Communication

Empathy

Escalation handling

KPIs

Job description

Harvey Norman Malaysia is seeking a Customer Service Executive to handle inquiries across phone, email, chat and other channels, providing accurate product and policy information. You will resolve complaints with empathy, escalate complex issues, and drive improvements in service quality while meeting key KPIs.

Based in Malaysia, you will contribute to an omni‑channel retail experience across Electrical, Computers, Furniture and Bedding categories, working with internal teams to enhance