Customer Relations Executive (Customer Service)

KS IT SOLUTIONS SDN BHD; Shah Alam; On-site; MYR 28,000 - 39,000; Full time

Job summary

KS IT Solutions is seeking a proactive Customer Relations Executive to manage client communications and ensure service satisfaction. You will coordinate with NOC and technical teams to resolve incidents in a fast-paced environment.

The role involves handling inquiries via email, phone, and tickets, with responsibilities spanning logging, updating on service status, and managing account lifecycle activities. Training is provided for telecom/IT support tasks.

Qualifications

• Minimum SPM or Diploma in Business Administration, Communications, IT, or related field.
• 0–1 year of customer service, account management, or telecom/IT support environment.
• Good command of English and Bahasa Malaysia; Mandarin a plus.

Responsibilities

• Act as the primary point of contact for customer inquiries, service requests, and issue resolution.
• Manage and respond to customer communications via email, phone, and ticketing systems in a timely manner.
• Coordinate with NOC and technical teams to follow up on incidents, service disruptions, and restoration updates.
• Ensure accurate logging, tracking, and closure of customer tickets in accordance with SLA timelines.
• Provide clear and professional updates to customers on service status, maintenance, and incidents.
• Monitor customer accounts to ensure smooth service lifecycle processes (activation, suspension, termination).
• Handle customer complaints effectively, ensuring proper escalation and resolution.
• Support billing-related inquiries, invoice clarification, and payment follow-ups.
• Maintain proper documentation of customer interactions and account updates.

Skills

Customer service

Communication

Multitasking

English

Bahasa Malaysia

Education

Diploma / SPM in Business Admin / Communications / IT

Tools

Ticketing systems

Billing systems

Job description

Customer Relations Executive (Customer Service)

We are seeking a proactive and customer-focused Customer Relations Executive to manage client communications, ensure service satisfaction, and coordinate with internal teams to deliver a seamless customer experience. This role requires strong communication skills, responsiveness, and the ability to handle service-related matters professionally in a fast-paced environment.

Key responsibilities

• Act as the primary point of contact for customer inquiries, service requests, and issue resolution


• Manage and respond to customer communications via email, phone, and ticketing systems in a timely manner


• Coordinate with NOC and technical teams to follow up on incidents, service disruptions, and restoration updates


• Ensure accurate logging, tracking, and closure of customer tickets in accordance with SLA timelines


• Provide clear and professional updates to customers on service status, maintenance, and incidents


• Monitor customer accounts to ensure smooth service lifecycle processes (activation, suspension, termination)


• Handle customer complaints effectively, ensuring proper escalation and resolution


• Support billing-related inquiries, invoice clarification, and payment follow-ups


• Maintain proper documentation of customer interactions and account updates

About you

• Minimum SPM / Diploma in Business Administration, Communications, IT, or related field


• 0–1 year of experience in customer service, account management, or telecom/IT support environment (training provided)


• Good command of English and Bahasa Malaysia. The ability to communicate effectively with Mandarin-speaking customers is highly preferred to support our client base.

About us

KS IT Solutions is a fast-growing tech company delivering high-performance wireless communications and managed IT solutions across Malaysia. With presence in Kuala Lumpur, Klang Valley, Penang, and Johor, we specialize in enterprise IT infrastructure, network connectivity, fibre solutions, and data centre services. We pride ourselves on combining strong technical expertise with competitive pricing strategies and reliable service delivery.