Customer Service Executive

HAVI; Klang City; On-site; MYR 48,000 - 84,000; Full time

Job summary

Jora Malaysia is seeking a focused customer service operations specialist to manage daily activities and ensure service excellence. You will execute plans aligned with company strategies, identify efficiency opportunities, and support onboarding of new team members.

As you monitor KPIs and engage with customers and stakeholders, you will uphold SOPs, contribute to process improvements, and help maintain high quality and reliability in service delivery.

Qualifications

• 2 years professional experience in customer service and similar role.
• Good with Microsoft Office e.g. Word, Excel and Power Point.
• Good Communication Skills.
• Good working attitude, willing to learn and take on challenges.

Responsibilities

• Handle end-to-end order processing and ensure accuracy and timeliness.
• Monitor customer enquiries, feedback, and complaints with timely responses and proper closure.
• Analyze operational issues and recommend improvements to service performance.
• Support SOPs, work instructions, and process improvements.
• Coordinate with internal stakeholders to resolve challenges and meet service commitments.

Skills

Communication skills

Willingness to learn

Tools

Microsoft 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.

Manage daily customer service operations to achieve business objectives and customer expectations.

Execute operational plans and support initiatives aligned with company strategies.

Identify opportunities for process improvement, automation, and efficiency enhancement.

Analyze operational data and performance trends to drive continuous improvement.

Support cost management initiatives by identifying opportunities to optimize resources.

Build strong relationships with customers and internal stakeholders through proactive communication.

Provide guidance and support to team members on operational processes and customer handling.

Support onboarding and coaching of new team members to ensure effective knowledge transfer.

Identify operational risks and propose preventive actions to improve service reliability.

Ensure compliance with company policies, SOPs, safety requirements, and customer requirements.

Support change implementation by communicating updates and ensuring process adoption.

Keep stakeholders informed on operational performance, challenges, and improvement progress.

Promote a culture of accountability, teamwork, and continuous learning.

Encourage open communication and sharing of ideas to improve team effectiveness.

Demonstrate company values through professional conduct, integrity, and customer focus.

Take ownership of assigned projects and improvement initiatives.

Achieve performance targets while maintaining high standards of quality, compliance, and customer satisfaction.

Accountability

Responsible for end-to-end order processing activities, ensuring accuracy, timeliness, and compliance with established SOPs.

Monitor and manage customer enquiries, feedback, and complaints by providing timely responses, effective follow-up, and proper closure.

Analyze operational issues and recommend solutions to improve service performance and customer satisfaction.

Ensure customer service processes are executed according to agreed procedures, service levels, and business requirements.

Track and report operational KPIs, identify trends, and support continuous improvement initiatives.

Prepare operational reports and provide insights into management for decision-making.

Coordinate with internal stakeholders to resolve operational challenges and ensure service commitments are met.

Maintain effective communication with internal and external customers to build strong working relationships.

Escalate critical issues, risks, and operational gaps to the manager with appropriate recommendations.

Support the development and enhancement of SOPs, work instructions, and process improvements.

Support team capability development by preparing training materials and sharing operational knowledge.

Experience

2 years professional experience in customer service and similar role.

Skills

Good with Microsoft Office e.g. Word, Excel and Power Point.

Good Communication Skills.

Good working attitude, willing to learn and take on challenges.