Customer Service Executive

Private Advertiser; West Coast Division; On-site; MYR 28,000 - 45,000; Full time

Job summary

Private Advertiser is seeking a dedicated professional for Customer Service & Complaint Management in Sabah. The role handles customer enquiries, complaints, after-sales matters, warranty coordination, and scheduling technician visits to ensure timely resolutions.

You will conduct customer satisfaction surveys, analyse feedback, and coordinate cross-departmental efforts to improve service. Experience in retail or lighting/electrical products is advantageous and training branch staff on SOPs is

Qualifications

• Minimum Diploma in Business Administration, Customer Service, Retail Management or a related field.
• Previous experience in customer service, retail operations, complaint handling or after-sales support is an advantage.
• Experience in lighting, electrical products, home appliances or related retail industries is an added advantage.

Responsibilities

• Handle customer enquiries, complaints and after-sales matters professionally, ensuring timely resolution and follow-up.
• Coordinate warranty claims, repairs, returns, exchanges and refunds with relevant departments, branches and suppliers.
• Arrange technician schedules, coordinate customer appointments and monitor service progress and completion.
• Conduct customer satisfaction surveys and Mystery Shopper activities, analyse feedback and recommend service improvements.
• Maintain the Customer Service Case Tracker, monitor case progress and prepare monthly customer service reports.
• Ensure compliance with customer service SOPs, guide branch staff and conduct monthly customer service training or case-sharing sessions.
• Support company events, exhibitions and roadshows while coordinating with relevant departments to enhance customer service operations.

Skills

Customer service

Complaint handling

After-sales support

Coordination

Training

Event coordination

Education

Diploma in Business Administration / Customer Service / Retail Management

Job description

1. Customer Service & Complaint Management

o Handle customer enquiries, complaints and after-sales matters professionally, ensuring timely resolution and follow-up.

2. Warranty & After-Sales Coordination

o Coordinate warranty claims, repairs, returns, exchanges and refunds with relevant departments, branches and suppliers.

o Arrange technician schedules, coordinate customer appointments and monitor service progress and completion.

4. Customer Feedback & Service Improvement

o Conduct customer satisfaction surveys and Mystery Shopper activities, analyse feedback and recommend service improvements.

5. Case Management & Reporting

o Maintain the Customer Service Case Tracker, monitor case progress and prepare monthly customer service reports.

6. SOP Compliance & Branch Support

o Ensure compliance with customer service SOPs, guide branch staff and conduct monthly customer service training or case-sharing sessions.

7. Events & Cross-Departmental Coordination

o Support company events, exhibitions and roadshows while coordinating with relevant departments to enhance customer service operations.

Requirements:

Minimum Diploma in Business Administration, Customer Service, Retail Management or a related field. Relevant working experience may be considered.

Previous experience in customer service, retail operations, complaint handling or after-sales support is an advantage.

Experience in lighting, electrical products, home appliances or related retail industries is an added advantage.