Customer Service Executive - Contact Centre (Kuala Lumpur, Malaysia)

Private Advertiser; Kuala Lumpur; Presencial; MYR 24.000 - 42.000; Jornada completa

Descripción de la vacante

Private Advertiser in Kuala Lumpur is seeking a Customer Service Executive to manage service requests from receipt to closure. You will handle calls and emails, log cases, coordinate contractor or internal team responses, and ensure high-quality customer experiences in line with service standards.

Shift patterns apply and the role emphasizes accurate data capture, strong communication, and adherence to workflows.

Formación

• Strong verbal and written communication skills.
• Customer-oriented mindset with good problem-solving ability.
• Ability to manage multiple cases and prioritise tasks effectively.

Responsabilidades

• End-to-End Call & Case Management: handle calls and emails, log cases, and ensure timely closure.
• Assessment & Dispatch Coordination: gather details, deploy contractors or teams per procedures.
• Service Quality & Customer Experience: maintain KPIs, communicate status, and escalate as needed.
• Monitoring & Follow-Up: track cases, follow up on delays, confirm service completion.

Conocimientos

Verbal communication

Written communication

Customer focus

Multitasking

Problem solving

Herramientas

CRM systems

Descripción del empleo

The Customer Service Executive is responsible for managing service requests from start to end, including receiving calls and/or emails, assessing and logging cases, coordinating contractor deployment where required, and ensuring proper follow-up and closure in accordance with established service standards and procedures. The role supports service continuity, customer satisfaction, and operational accountability.

Shift 1: 7.00 am to 4.30 pm

Shift 2: 9,00 am to 6.30 pm

Shift 3: 1.00 pm to 10.30 pm

Shift 4: 10.00 pm to 7.30 am

Key Responsibilities:

1. End-to-End Call & Case Management

Handle incoming phone calls and emails professionally, accurately, and promptly.

Act as the first point of contact for customer enquiries, feedback, complaints, and service requests.

Take ownership of cases from initial receipt through assessment, action, follow-up, and closure.

2. Assessment & Dispatch Coordination

Gather sufficient information during calls to assess the nature, urgency, and scope of reported issues.

Deploy the appropriate contractor, technician, or internal team in accordance with approved procedures, service level requirements, and escalation guidelines.

Provide clear job details and instructions to contractors to enable effective response.

3. Service Quality & Customer Experience

Deliver consistent and courteous customer service in line with service standards and KPIs.

Communicate clearly with customers on service status, expected response timelines, and follow-up actions.

Escalate urgent, high-risk, or complex cases promptly to supervisors / team leader / team managers.

Accurately capture all call, email, and case details in the designated system.

Perform after-call work promptly to ensure records are complete, clear, and traceable.

Update case progress, contractor attendance, and closure details in the system.

5. Monitoring & Follow-Up

Track open cases and contractor responses to ensure timely attendance and resolution.

Follow up on outstanding cases and take action where delays or issues are identified.

Confirm service completion and update case status accordingly.

6. Compliance & Process Adherence

Adhere strictly to approved workflows, escalation protocols, data protection requirements, and quality procedures.

Ensure actions taken are aligned with safety, operational, and contractual requirements.

Highlight recurring issues, service gaps, or process improvement opportunities observed during daily operations.

Support audits, quality reviews, and service improvement initiatives when required.

Perform any other ad-hoc duties assigned by the Operations Manager or Management, aligned with operational needs.

Strong verbal and written communication skills

Customer-oriented mindset with good problem-solving ability

Ability to manage multiple cases and prioritise tasks effectively

Basic IT proficiency and experience with call-logging or CRM systems

Calm, professional, and resilient under pressure