Customer Service Executive

WAWASAN COJAYA SDN. BHD.; Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Job summary

WAWASAN COJAYA SDN. BHD. in Malaysia is seeking a Customer Service Executive to deliver excellent support across ticketing, email, and in-app inquiries, ensuring timely, accurate responses.

You will handle escalations, maintain CRM records, support compliance, and contribute to KPIs while communicating effectively in Bahasa Malaysia and English. Fresh graduates are encouraged to apply.

Qualifications

• Minimum SPM/Diploma/ Certificate in Business Administration, Communications, or related fields.
• Minimum 1 year of customer service or call center experience preferred.
• Fresh graduates are encouraged to apply.

Responsibilities

• Handle tickets from email and in-app and other channels promptly.
• Respond to customer enquiries related to products, services, payments, accounts, and general information.
• Provide clear, accurate information to customers per policies.
• Maintain a courteous, empathetic, and professional tone.
• Accurately record all customer interactions, feedback, and resolutions in the CRM or internal systems.
• Update customer records, case notes, and transaction details promptly.
• Ensure proper documentation is maintained for audit and reporting purposes.
• Meet individual and team KPIs including resolution rate and customer satisfaction.
• Participate in quality assurance reviews and coaching sessions.
• Continuously improve service quality through feedback and learning.
• Communicate well using Bahasa Malaysia and English.

Skills

Customer service

Communication

Problem solving

CRM

Multilingual

Education

SPM/ Diploma / Certificate in Business Administration or Communications

Tools

CRM software

Ticketing systems

Job description

Working hours : Monday - Sunday (5 working days/2 days off)

Rotational shift : 8am - 5pm / 11am - 8pm

Job Purpose

The Customer Service Executive (CSE) is responsible for delivering excellent customer experience by handling customer enquiries, complaints, and requests efficiently and professionally. This role serves as the key liaison between the company and its customers, ensuring timely resolution, accurate information, and compliance with company policies and regulatory requirements.

Key Responsibilities

1. Handle tickets from email and in-app and potentially other communication channels (like inbound and outbound calls, WhatsApp messages, etc) promptly and professionally.

2. Respond to customer enquiries related to products, services, payments, accounts, and general information.

3. Provide clear, accurate, and consistent information to customers in accordance with company policies.

4. Maintain a courteous, empathetic, and professional tone at all times.

5. Accurately record all customer interactions, feedback, and resolutions in the CRM or internal systems.

6. Update customer records, case notes, and transaction details promptly and correctly.

7. Ensure proper documentation is maintained for audit, compliance, and reporting purposes.

8. Meet individual and team KPIs,, resolution rate, customer satisfaction, and attendance. Other metrics may be applied with the scale of the product like call handling time and other.

9. Participate in quality assurance reviews, coaching sessions, and performance evaluations.

10. Continuously improve service quality through feedback and learning.

11. Can communicate well using Bahasa Malaysia and English.

Job Requirements

1. Minimum SPM/Diploma/ Certificate in Business Administration, Communications, or related fields.

2. Minimum 1 year of customer service or call center experience preferred.

3. Fresh graduates are encouraged to apply.

About Us

We specialize in accessible, secure, and responsible loan solutions designed to meet the daily financial needs of individuals and families across the country.

Our Mission

To make financial stability accessible to everyone across Malaysia. We empower users through fast, transparent, and fully digital financial services- eliminating paperwork, long waits, and unnecessary complexity.