Customer Service Executive

WAWASAN COJAYA SDN. BHD.; Kuala Lumpur; Presencial; MYR 33.000 - 50.000; Tempo integral

Resumo da vaga

WAWASAN COJAYA SDN. BHD. in Kuala Lumpur is seeking a Customer Service Executive to handle inquiries, complaints, and requests with professionalism. You will be the key liaison between customers and the company, ensuring timely resolution and accurate information.

This role requires strong communication in Bahasa Malaysia and English, familiarity with CRM systems, and a focus on KPIs such as resolution rate and customer satisfaction.

Qualificações

• Experience in customer service or call center is preferred.
• Familiarity with CRM systems and ticketing tools.
• Proven ability to communicate clearly in English and Bahasa Malaysia.

Responsabilidades

• Handle tickets from email, in-app, and other channels promptly and professionally.
• Respond to customer enquiries related to products, services, payments, and accounts.
• Provide clear, accurate information in line with company policies.
• Maintain courteous, empathetic, and professional tone at all times.
• Record all customer interactions and update CRM with notes and transactions.
• Update customer records and case notes accurately and promptly.
• Maintain proper documentation for audit and reporting purposes.
• Meet team KPIs including resolution rate and customer satisfaction.
• Participate in QA reviews, coaching sessions, and performance evaluations.
• Continuously improve service quality through feedback and learning.
• Communicate effectively in Bahasa Malaysia and English.

Conhecimentos

Customer service

CRM software

Multilingual BM/English

Communication

Problem solving

Formação

SPM/ Diploma/ Certificate

Ferramentas

CRM system

Descrição da vaga

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.

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.

What can I earn as a Customer Service Executive