Customer Service Executive

Experian; Kuala Lumpur; Hybrid; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Hybrid work arrangement

Inclusive paid leave

People-first workplace

Job summary

Experian is a global data and technology company delivering insights to customers and businesses. We are seeking a Customer Service Executive to respond to inquiries via phone, email and other channels, resolving issues and guiding customers to suitable products.

You will verify customers, document interactions, and work with teammates to meet KPIs in a hybrid office setup. The role requires a diploma and at least two years in customer service.

Qualifications

• Diploma or higher in Business Studies, Business Administration, Management, Marketing, Commerce, Economics, Information Technology, or equivalent.
• Experience of at least 2 years in customer services or related roles.
• Proficiency with AI-powered tools and Microsoft Office applications.

Responsibilities

• Handle incoming and outgoing customer calls and emails from the office, resolving enquiries, issues and complaints within service timelines.
• Complete customer verification and case follow-up, including identity checks and required documentation.
• Maintain accurate customer records by documenting interactions and using AI-powered tools to manage cases.

Skills

AI-powered tools adoption

Education

Diploma / equivalent

Tools

Microsoft Office (Word, Excel, Outlook)

Job 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 Affinity employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

• 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

#LI-Hybrid

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. To apply for roles or verify opportunities, please visit experian.com/careers .

Experian Careers - Creating a better tomorrow together

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