Customer Experience Specialist — Front Desk & Support

Express Rail Link Sdn Bhd (ERL); Kuala Lumpur; On-site; MYR 30,000 - 42,000; Full time

Job summary

Express Rail Link Sdn Bhd (ERL) is seeking a Call Centre Assistant to manage customer enquiries, feedback, and complaints, ensuring timely responses and accurate record management. The role provides admin and operational support to Customer Service and Marketing activities, and serves as the first point of contact for visitors and telephone enquiries while maintaining a professional corporate image.

The position involves compiling monthly feedback reports, handling back-office ticketing

Qualifications

• Minimum Diploma holder in any related fields.
• Good communication and writing skills in English and Bahasa Malaysia.
• Able to communicate in other languages will be an added advantage.
• Possess basic customer service skills especially in persuasive communication.
• Pleasant and well groomed.
• Be a team player and give full co-operation to the Head of Management in achieving the company 's objectives.
• Maintain proper personal grooming and project positive disposition to uphold the corporate image.
• Support the Management and observe all the company’s policies, rules, regulations, guidelines, etc at all times.

Responsibilities

• Manage customer enquiries, feedback, and complaints in accordance with the Customer Feedback Procedure, ensuring timely responses, proper documentation, and effective follow-up actions.
• Compile customer feedback data and prepare monthly summary reports for management review and ensuring compliance to the ISO Standard.
• Administer back-office printing and issuance of pre-sold tickets, including handling ad hoc ticketing requests.
• Manage front office and reception operations, including handling telephone enquiries, welcoming visitors, receiving documents, and ensuring their proper distribution.
• Perform administrative and clerical duties to support the smooth operation of the Customer Service Management Unit.
• Provide administrative support to the Head of Management (HOM) in the day-to-day management of Customer Service activities.
• Support the Marketing & Sales team in customer engagement, promotional activities, and related administrative functions.
• Uphold the Company's professional image and always ensure excellent customer service standards.

Skills

Customer service

Communication

Teamwork

English proficiency

Bahasa Malaysia proficiency

Education

Diploma in related fields

Job description

Express Rail Link Sdn Bhd (ERL) is seeking a Call Centre Assistant to manage customer enquiries, feedback, and complaints, ensuring timely responses and accurate record management. The role provides admin and operational support to Customer Service and Marketing activities, and serves as the first point of contact for visitors and telephone enquiries while maintaining a professional corporate image.

The position involves compiling monthly feedback reports, handling back-office ticketing