Customer Service Executive

Shenma Credit Sdn Bhd; Seberang Perai; On-site; MYR 33,000 - 56,000; Full time

Job summary

Shenma Credit Sdn Bhd is seeking an organized administrative and customer service professional in Penang, Malaysia. You will handle calls, enquiries, and correspondence related to financing services and accounts while supporting service strategies and process improvements.

The role requires a STPM or diploma in a related field, strong communication and problem-solving skills, and the ability to multitask in a fast-paced environment. Proficiency in Bahasa Malaysia and English is essential.

Qualifications

• STPM or diploma in Business Administration, Human Resources, Business Management, or an equivalent qualification.
• Fresh graduates encouraged to apply.
• Self-motivated, detail-oriented, proactive, and able to multitask independently with minimal supervision.
• Good time management and organisational skills.
• Strong attention to detail and customer focus.

Responsibilities

• Attend to phone calls and handle customer enquiries relating to financing services, account matters, and application status.
• Manage all incoming and outgoing correspondence and maintain a proper register for outgoing mail.
• Provide effective customer service support and assist in implementing customer service strategies, including amendments, cancellations, and system updates.
• Handle complex customer issues by analysing problems and providing effective solutions to resolve complaints.
• Coordinate and manage customer service projects and initiatives.
• Oversee call-in and walk-in customers and coordinate with relevant departments to resolve issues promptly.
• Prepare regular administrative and management reports and ensure proper filing and documentation.

Skills

Negotiation

Communication

Problem-solving

Education

STPM/ Diploma in Business Administration/ HR/ Business Management

Tools

Microsoft Office

Job description

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Perform routine administrative duties, including attending to phone calls and handling customer enquiries relating to financing services, account matters, application status, and other related issues.

Manage all incoming and outgoing correspondence and maintain a proper register for outgoing mail.

Provide effective customer service support and assist in implementing customer service strategies, including handling amendments and cancellations, system updates, customer information updates, complaints, and follow-ups.

Handle complex or challenging customer issues by analysing problems and providing effective solutions to resolve customer complaints.

Coordinate and manage customer service projects and initiatives.

Ensure the smooth and effective functioning of the department by identifying and coordinating the necessary resources and tools to support quality customer service delivery.

Oversee the handling of call-in and walk-in customers, including requests, product exchanges, enquiries, and complaints, and coordinate with the relevant departments to resolve issues promptly.

Prepare regular administrative and management reports and ensure proper filing and documentation

Experience & Qualifications

STPM / Diploma in Business Administration, Human Resources, Business Management, or an equivalent qualification.

Candidates with relevant administrative or customer service experience will have an advantage. Fresh graduates are encouraged to apply.

Self-motivated, detail-oriented, proactive, and able to multitask independently with minimal supervision and within tight deadlines.

Good time management and organisational skills.

Strong negotiation, communication, and problem-solving skills.

A good team player with a positive and customer-oriented attitude.

Strong attention to detail.

Proficient in Bahasa Malaysia and English, both written and spoken.

Computer literate, with good working knowledge of Microsoft Office applications.