Customer Relations Executive

KHIND Malaysia; Johor Bahru; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading home appliances company in Johor Bahru seeks a Customer Service Executive to ensure exceptional customer satisfaction by handling inquiries and requests effectively. The ideal candidate will manage communication channels, maintain service databases, and conduct follow-ups on service status. Required qualifications include a Bachelor's Degree or Diploma in Business Administration with significant experience in customer service and preferably in the home appliances sector. Attractive salary and career advancement opportunities await the right candidate.

Qualifications

• Minimum of 5 years experience in customer service within home appliances.
• Minimum of 8 years experience with diploma in a related field leading a team.

Responsibilities

• Manage customer inquiries via various communication channels.
• Update and maintain service database for customer information.
• Conduct follow-ups on service status and coordinate parts replacement.
• Generate service invoices and operational documents for compliance.
• Handle payments and collaborate with finance for transaction reconciliations.

Skills

Customer service expertise

Communication skills

Problem-solving

Database management

Education

Bachelor's Degree in Business Administration

Diploma in Business Administration

Job description

As a Customer Service Executive, you will play a vital role in ensuring exceptional customer experiences and satisfaction. Your primary responsibility will be to handle customer inquiries, concerns, and requests through various communication channels, delivering prompt and effective solutions. By providing accurate information, addressing customer issues, and fostering positive interactions, you will contribute to building strong customer relationships and enhancing the reputation of our company.

Roles & Responsibilities

• Manage promptly and courteously customer queries and requests via Walk‑in, Hotline / Inbound calls, and Emails.
• Efficiently handle both inbound and outstation service requests from various sources, including customers, dealers, and sales personnel.
• Update and maintain a reliable service database/system to keep track of customer information, service history, and other relevant details.
• Capture and settle every complaint (internal & external) received in the database/system for comprehensive record‑keeping.
• Conduct on‑time follow‑ups to ensure timely updates on service status (work in progress, ready for collection, agree for disposal) and coordinate spare parts replacement when necessary.
• Conduct and administer CSI surveys for all customers to gather valuable insights and identify areas for improvement.
• Generate service invoices or any operation documentation for compliance purposes.
• Generate necessary documentation and reports as requested by the management for analysis and decision‑making.
• Conduct monthly product stock takes, meticulously counting and recording inventory levels to ensure accurate stock records.
• Record and manage all sales and service payments, ensuring accuracy and timely processing, while maintaining detailed financial records and collaborating with the finance team to reconcile transactions.
• Responsible for efficiently filing and organizing invoices by company procedures and standards.
• Undertake any additional tasks or responsibilities as required to ensure efficient service delivery.
• Offer product information, pricing details, and assistance with online purchases to potential and existing customers.
• Handle necessary follow‑ups, such as pending payments and pending cases, while meticulously tracking and monitoring their progress.
• Identify opportunities for process improvement and provide feedback to enhance the overall customer experience.

To Be a Successful Candidate

• Bachelor's Degree in Business Administration, Communication, or a related field with a minimum of 5 years of experience in customer service, preferably in the home appliances industry.
• Diploma in Business Administration, Communication, or a related field with a minimum of 8 years of experience in customer service, preferably in the home appliances industry, with a proven record leading a team.