Customer Service Executive

Elitetrax Marketing Sdn Bhd (Harvey Norman); Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A retail company in Malaysia seeks a Customer Service Executive to manage inquiries and complaints, ensuring customer satisfaction. Candidates should possess a diploma or degree, have 1-3 years of experience in customer service, and demonstrate strong communication skills in English. Familiarity with relevant tools like Microsoft Office is a plus. The role offers benefits including EPF, medical coverage, and career development opportunities.

Benefits

EPF / SOCSO

Annual / Marriage / Maternity & Paternity Leave

Group Insurance

Career Path Development

Qualifications

• 1-3 years of customer service experience, preferably in the retail industry.
• Experience handling international customers is an advantage.

Responsibilities

• Respond to customer inquiries via various channels.
• Handle and resolve customer complaints efficiently.
• Maintain detailed records of customer interactions.

Skills

Strong interpersonal and communication skills

Customer service orientation

Attention to detail

Proficiency in English

Multitasking ability

Education

Diploma or Degree

Tools

Microsoft Office Suite

Google Workspace

SAP

Freshdesk

Job description

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other channels in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Handle and resolve customer complaints with empathy and efficiency.
• Manage escalation tickets by identifying unresolved or complex issues and escalating them to the appropriate department or senior personnel.
• Track and monitor the progress of escalated cases to ensure timely resolution.
• Maintain detailed records of customer interactions, including escalation logs and records.
• Collaborate with internal teams to improve customer service processes and reduce recurring issues.
• Meet individual and team KPIs, including response time, resolution rate, and customer satisfaction scores.
• Provide feedback and suggestions to improve service quality and customer experience.

Qualifications

• Preferable Diploma or Degree holders.
• 1-3 years of customer service experience, preferably in the retail industry.
• Experience handling international customers (non-Malaysian) is an advantage.
• Strong interpersonal and communication skills, with a high level of proficiency in English (both written and verbal).
• Strong customer service orientation, with the ability to prioritize and address customer needs based on urgency.
• Proficient in Microsoft Office Suite and Google Workspace for effective workflow management.
• Familiarity with SAP and Freshdesk ticketing systems is a plus.
• Ability to multitask, act quickly, and maintain attention to detail.

Job Insights

Salary match Number of applicants Skills match

Your application will include the following questions:

• Which of the following Microsoft Office products are you experienced with?
• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Customer Service Executive?
• Which of the following languages are you fluent in?
• Do you have customer service experience?
• How would you rate your English language skills?

Retail & Consumer Products 1,001-5,000 employees

Harvey Norman from Australia is a leading Omni-channel household name in Malaysia for Electrical, Computers, Furniture and Bedding retail. The company consistently delivers an unparalleled shopping experience by catering to the fast-changing consumers’ shopping behaviour and busy lifestyle.

Harvey Norman has 38 stores in Malaysia including a Flagship store, and three factory outlets. We have a prominent international presence in Australia, New Zealand, Ireland, Northern Ireland, Slovenia, Croatia and Singapore. At present we are looking for expansion opportunities in other Asian countries.

Benefits

Perks and benefits Epf / Sosco Leaves Annual / Marriage/ Maternity & Paternity Group Insurances & Medical Career Path

Henry Butcher Malaysia (Mont Kiara) Sdn Bhd

Kuala Lumpur City Centre, Kuala Lumpur, MY

2d ago

What can I earn as a Customer Service Executive