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 Sdn Bhd is seeking a proactive Customer Relations Executive to manage client communications, ensure service satisfaction, and coordinate with internal teams for a seamless customer experience.

You will handle inquiries via email, phone, and ticketing systems, support billing questions, and log tickets in line with SLA timelines while bilingual English/Bahasa Malaysia. Mandarin is a plus.

Qualifications

• Minimum SPM or 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; Mandarin language ability is highly preferred.

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 and restoration updates.
• Ensure accurate logging, tracking, and closure of customer tickets per SLA timelines.
• Provide clear and professional updates to customers on service status 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

English proficiency

Bahasa Malaysia

Mandarin (preferred)

Education

SPM / Diploma

Tools

CRM software

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.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Customer Relations Executive?
• Which of the following languages are you fluent in?
• How much notice are you required to give your current employer?
• Do you have CRM Support experience?

What can I earn as a Customer Relations Executive