Customer Service Executive

Hakshan; Kuala Lumpur; On-site; MYR 28,000 - 45,000; Full time

Job summary

Hakshan is seeking a Customer Service Executive to manage enquiries, feedback and complaints across our restaurant outlets. You will work closely with outlet and operations teams to ensure issues are followed up and resolved.

Responsibilities include handling inquiries via WhatsApp, phone, social media; monitoring Google Reviews; coordinating with Outlet Managers to investigate complaints; and recording resolutions with simple reports.

Qualifications

• Good communication and customer service skills.
• Patient, responsible and able to handle difficult customers professionally.
• Strong follow-up and problem-solving skills.
• Organised and detail-oriented.
• Basic knowledge of Microsoft Excel / Google Sheets.
• Able to communicate in Mandarin is an advantage.
• Experience in F&B, hospitality or customer service is an advantage.
• Fresh graduates are welcome to apply.

Responsibilities

• Handle customer enquiries, feedback and complaints via WhatsApp, phone, social media and online platforms.
• Monitor and respond to Google Reviews and other online feedback.
• Follow up with outlets to investigate customer complaints.
• Coordinate with Outlet Managers and Operations to resolve customer issues.
• Follow up with customers and ensure complaints are properly closed.
• Record and track complaints, resolutions and corrective actions.
• Identify recurring customer complaints and report them to management.
• Prepare simple weekly/monthly customer service reports.
• Escalate serious food quality, food safety or service issues to management.

Skills

Communication

Customer service

Follow-up

Problem-solving

Organised

Detail-oriented

Mandarin

Fresh graduates

F&B/hospitality experience

Tools

Microsoft Excel

Google Sheets

Job description

We are looking for a Customer Service Executive to manage customer enquiries, feedback and complaints across our restaurant outlets. You will work closely with outlet and operations teams to ensure customer issues are properly followed up and resolved.

Responsibilities

• Handle customer enquiries, feedback and complaints via WhatsApp, phone, social media and online platforms.
• Monitor and respond to Google Reviews and other online feedback.
• Follow up with outlets to investigate customer complaints.
• Coordinate with Outlet Managers and Operations to resolve customer issues.
• Follow up with customers and ensure complaints are properly closed.
• Record and track complaints, resolutions and corrective actions.
• Identify recurring customer complaints and report them to management.
• Prepare simple weekly/monthly customer service reports.
• Escalate serious food quality, food safety or service issues to management.

Requirements

• Good communication and customer service skills.
• Patient, responsible and able to handle difficult customers professionally.
• Strong follow-up and problem-solving skills.
• Organised and detail-oriented.
• Basic knowledge of Microsoft Excel / Google Sheets.
• Able to communicate in Mandarin is an advantage.
• Experience in F&B, hospitality or customer service is an advantage.
• Fresh graduates are welcome to apply.

What We’re Looking For

Someone who is friendly, organised and proactive, and who can follow a customer issue from complaint to resolution while coordinating effectively with different restaurant outlets.

What can I earn as a Customer Service Executive