Customer Service Executive

Experian Asia Pacific; Kampung Malaysia Tambahan; Hybrid; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Hybrid work arrangement

Inclusive paid leave

People-first workplace

Career growth opportunities

Exposure to diverse, global teams

Job summary

Experian Asia Pacific is seeking a Customer Service Executive in Kuala Lumpur. You will respond to customer inquiries via phone, email and channels, resolve issues, and track requests through to completion, while identifying needs and recommending products or services.

Work will combine office and remote days in a hybrid setup; you will use AI-powered tools and MS Office to maintain records, meet KPIs, and support product testing and launches.

Qualifications

• Diploma or higher in business/IT related field.
• Proficient in Word, Excel, Outlook and able to use AI-powered tools.
• At least 2 years of customer service experience.

Responsibilities

• Handle calls and emails; resolve enquiries and complaints within service timelines.
• Verify customers and follow up cases; ensure security and data handling.
• Maintain accurate records and use AI/digital tools to manage cases.
• Identify customer needs and suggest products/services; provide feedback to management.
• Collaborate with team to meet service standards and KPIs.

Skills

AI tools usage

Microsoft Office

Customer service experience

Education

Diploma or higher

Tools

Excel

Word

Outlook

AI tools usage

Job description

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.

Job Description

As a Customer Service Executive, you will respond to customer enquiries through phone, email and other service channels. You will provide accurate information, resolve service issues and complaints, and track customer requests through to completion. You will also identify customer needs and recommend relevant products or services.

What You'll Doing

• Handle incoming and outgoing customer calls and emails from the office, providing accurate information and resolving enquiries, issues and complaints within established service timelines.
• Complete customer verification and case follow-up, including identity checks, required documentation and customer requests, in line with security, verification and data-handling procedures.
• Maintain accurate customer records by documenting interactions, enquiries, complaints, feedback and actions taken, and using AI-powered and digital tools to manage cases and support problem resolution.
• Identify customer needs and recommend relevant products and services, share customer feedback and insights with management, and support product testing, implementation and launches.
• Work with team members and relevant stakeholders to complete customer requests, deliver a positive customer experience, and meet assigned service standards, KPIs and performance targets.

Qualifications

• Diploma, Advanced/Higher/Graduate Diploma in Business Studies, Business Administration, Management, Marketing, Commerce, Economics, Information Technology, or an equivalent qualification.
• Able to adopt AI-powered tools and new technologies to enhance productivity, customer experience, and continuous improvement. Proficient in Microsoft Office applications, particularly Word, Excel, and Outlook.
• Minimum of 2 years of relevant customer services or related working experience.

Additional Information

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and AffinityAction employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Benefits/Perks

• Hybrid work arrangement: You will divide your time between working remotely and working from the office. You will work from the office at least two days per week. You and your manager will agree on your office days, taking business and client needs into consideration.
• Inclusive paid leave
• People-first and inclusive workplace
• Career growth opportunities
• Exposure to diverse, global teams

Recruitment Fraud Awareness

Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an @experian.com email address. Experian will never ask candidates to make any payment as part of an application, interview, assessment, onboarding, or recruitment process.

Experian Careers - Creating a better tomorrow together