Customer Service Executive

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

Job summary

A leading retail company in Selangor, Malaysia is looking for a Customer Service Representative to manage customer inquiries and complaints. The ideal candidate should have a Diploma or Degree, along with 1-3 years of experience in customer service. Strong communication skills and proficiency in English are essential. Familiarity with SAP and Freshdesk is a plus. This role requires excellent interpersonal skills and the ability to multitask effectively while maintaining a high level of customer satisfaction.

Qualifications

• 1-3 years of customer service experience, preferably in the retail industry.
• Strong proficiency in English (both written and verbal).
• Experience handling international customers is an advantage.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Handle and resolve customer complaints efficiently.
• Maintain records of customer interactions and escalations.

Skills

Interpersonal skills

Communication skills

Customer service orientation

Attention to detail

Multitasking

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.

REQUIREMENTS

• 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.