Customer Relations Executive

Puspakom; Selangor; On-site; MYR 48,000 - 72,000; Full time

Job summary

Jora Malaysia is seeking a customer experience professional to monitor and improve interactions across all branch touchpoints, ensuring timely, friendly and consistent service.

You will coach frontliners, analyze feedback (CSAT/NPS), and collaborate with branches to address gaps, deliver service improvements and foster strong customer relationships.

Qualifications

• Diploma or Bachelor's degree in a relevant field is required.
• Minimum 2 to 3 years of experience in customer service with focus on customer experience.
• Excellent verbal and written communication skills in English and Malay.

Responsibilities

• Monitor and improve customer interactions and experiences at all branch touchpoints.
• Handle customer enquiries, manage expectations, and identify service improvement opportunities.
• Support initiatives that promote company services and build strong customer relationships.
• Coach frontliners in understanding customer needs, delivering excellent service, and handling complaints.
• Monitor customer experience standards to ensure consistent, professional service across branches.
• Identify service gaps with Branch Operations and implement improvements.
• Conduct branch visits and customer experience assessments to ensure SOP compliance.
• Analyze feedback, CSAT/CSI, NPS, and trends to recommend actions.
• Develop and implement customer experience campaigns and branch engagement initiatives.
• Collaborate with internal stakeholders to enhance customer journeys and processes.
• Communicate new products, services, and operational changes to branches and staff.

Skills

Customer service

Communication

CRM systems

MS Office

Bilingual English and Malay

Education

Diploma or Bachelor’s Degree in Business Administration, Customer Service, Communications, Hospitality or related field

Tools

CRM systems

MS Office

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Monitor and improve customer interactions and experiences at all branch touchpoints. Handle customer enquiries, manage expectations, and identify service improvement opportunities. Support initiatives that promote Company services and build strong customer relationships.

Key responsibilities

Support, coach, and guide frontliners in understanding customer needs, delivering excellent service, handling complaints professionally, and ensuring timely service recovery.

Monitor customer experience standards at assigned branches to ensure consistent, professional, and quality service across all customer touchpoints.

Work closely with Branch Operations and frontliners to identify service gaps, address operational issues, and implement service improvement initiatives.

Conduct branch visits, service observations, and customer experience assessments to ensure compliance with customer service standards, SOPs, and service excellence requirements.

Monitor customer feedback, complaints, compliments, CSAT/CSI, NPS, and other customer experience indicators, analyse trends, and recommend improvement actions.

Investigate customer complaints and service issues, coordinate with relevant departments to resolve them promptly, and ensure timely closure.

Develop and implement customer experience programmes, service campaigns, and branch engagement initiatives to improve customer satisfaction and loyalty.

Collaborate with internal stakeholders to enhance customer journeys, service processes, digital services, and operational procedures.

Support the communication and implementation of new products, services, and operational changes to branches and frontliners to ensure consistent customer messaging.

Prepare customer experience reports, service performance dashboards, and management updates, including recommendations for continuous improvement.

About you

Diploma or Bachelor's Degree in Business Administration, Customer Service, Communications, Hospitality or related field.

Minimum of 2 to 3 years of experience in the customer service industry, with a strong focus on customer experience.

Excellent verbal and written communication skills, with the ability to engage with both internal and external customers and partners.

Fluent in English and Malay; proficiency in additional languages is a plus.

Excellent computer proficiency (MS Office – Word, Excel, PowerPoint, Outlook, etc.) and CRM systems.

Knowledge of the automotive industry is an advantage.