Customer Service Executive

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

Benefits offered by this job

Great compensation package

Discretionary bonus plan

Hybrid work arrangement

Job summary

Experian is seeking a Customer Service Executive in Kuala Lumpur to be a key contact for customers, delivering a positive, seamless experience. You will handle inquiries across channels, resolve issues, verify identities, and suggest relevant products.

You will work from the office as part of a hub-based team in a hybrid setup, using AI-powered tools to enhance productivity, and you will be measured against service standards and KPIs while collaborating across the organization.

Qualifications

• Diploma or higher in business, management, marketing, IT, or related field.
• Proficient with AI-powered tools and MS Office (Word, Excel, Outlook).
• Minimum 2 years of relevant customer service experience.

Responsibilities

• Work from the office as part of hub-based customer service team.
• Handle daily calls and emails professionally and promptly.
• Respond to inquiries, provide accurate information, and resolve issues and complaints.
• Verify customer identity and follow documentation procedures.
• Maintain records of customer interactions, inquiries, complaints, feedback, and actions.
• Follow up on requests to ensure actions completed.
• Share customer feedback with management to improve products and services.
• Identify opportunities to promote relevant products based on customer needs.
• Support new product testing, implementation, and launches.
• Leverage AI-powered tools to enhance productivity and case management.
• Meet service standards, KPIs, and performance targets.
• Collaborate with team and stakeholders to deliver a positive customer experience.

Skills

Customer service skills

AI tools adoption

2+ years experience

Education

Diploma/Advanced Diploma in Business or IT

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Role Overview

As a Customer Service Executive, you will be an important point of contact for our customers, helping to deliver a positive and seamless customer experience.

You will handle customer enquiries across different communication channels, provide accurate information, resolve issues and complaints, and ensure customer requests are followed through in a timely manner. You will also have opportunities to recommend relevant products and services based on customers' needs.

• Strong customer service and phone-handling skills
• You will need to understand customer needs and recommend appropriate solutions.
• You will need to work on the role as a customer service executive and work collaboratively within a team.
• A good command of spoken and written English.

What you'll do

• Work from the office as part of our hub-based customer service team.
• Handle daily incoming and outgoing customer calls and emails in a professional and timely manner.
• Respond to customer enquiries, provide accurate information, and assist in resolving customer issues and complaints.
• Perform customer identity verification and follow up on required documentation in accordance with established verification, security, and data-handling procedures.
• Maintain accurate records of customer interactions, enquiries, complaints, feedback, and actions taken.
• Follow up on customer requests to ensure appropriate actions have been completed.
• Share customer feedback, comments, and insights with management to support improvements to our products and services.
• Identify opportunities to recommend and promote relevant products and services based on customer needs.
• Support new product testing, implementation, and launches.
• Leverage AI-powered tools and digital solutions to enhance productivity, improve customer interactions, and support efficient case management and problem resolution.
• Meet assigned service standards, KPIs, and performance targets.
• Collaborate with team members and other stakeholders to deliver positive customer experience.

Experience and Skills

• 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.

About Experian

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.

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

Benefits/Perks:

• Great compensation package and discretionary bonus plan
• Work Arrangement: Hybrid. You will combine in-office and remote work, with regular attendance required at the office. (The updated version)
• Experian is an equal opportunities employer