Customer Service Executive (Omnichannel)

eAuto Sdn Bhd; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading automotive technology company in Kuala Lumpur is seeking a Customer Service Executive (Omnichannel) to manage customer interactions across email, chat, and inbound calls. In this role, you will ensure timely and professional support while following standard operating procedures. The ideal candidate has a degree or diploma, at least one year of experience in customer operations, and strong communication skills. This position offers competitive salaries, bonuses, and benefits in a supportive environment.

Benefits

Competitive salary

Year-end bonuses

Medical insurance

Outpatient coverage for spouse and children

Dental and optical

Flexi benefits

Phone allowance

Parking/transportation allowance

Qualifications

• Minimum of 1 year of experience working in a contact centre or customer operations.
• Experience with CRM or ticketing systems is an advantage.

Responsibilities

• Manage customer enquiries across email, chat, and inbound calls in accordance with SOPs.
• Respond to emails and chat messages within SLA timelines.
• Handle inbound calls, including urgent cases and escalations.
• Create, update, and close tickets in the CRM / ticketing system.
• Categorise and prioritise cases based on urgency and SLA.
• Follow the escalation matrix for unresolved or high-risk cases.
• Maintain accurate documentation for tracking and audit purposes.

Skills

Strong written and verbal communication skills in English & Bahasa

Comfortable handling email, chat, and inbound calls

Customer-focused and detail-oriented

Education

Degree/Diploma in any discipline

Tools

CRM or ticketing systems

Job description

We are an automotive technology company providing a wide range of digital services to car dealers. Our mission is to build a leading automotive platform that supports key industry stakeholders, including car dealers, financial institutions, and service partners.

Summary

The Customer Service Executive (Omnichannel) is responsible for managing customer interactions across email, chat, and inbound calls, ensuring timely, accurate, and professional support in accordance with company SOPs, SLAs, and escalation procedures.

About the job

• Manage customer enquiries across email, chat, and inbound calls in accordance with SOPs.
• Respond to emails and chat messages within SLA timelines.
• Handle inbound calls, including urgent cases and escalations.
• Create, update, and close tickets in the CRM / ticketing system.
• Categorise and prioritise cases based on urgency and SLA.
• Follow the escalation matrix for unresolved or high‑risk cases.
• Maintain accurate documentation for tracking and audit purposes.
• Coordinate with internal teams to resolve issues.
• Send closure communication once the resolution is confirmed.

Skills & experience required

• Degree/Diploma in any discipline with a minimum of 1 year of experience working in a contact centre or customer operations.
• Strong written and verbal communication skills in English & Bahasa.
• Comfortable handling email, chat, and inbound calls.
• Experience with CRM or ticketing systems is an advantage.
• Customer-focused and detail‑oriented.

Culture & benefits

We offer competitive salaries and year‑end bonuses, medical insurance, outpatient coverage for spouse and children, dental, optical, flexi benefits, phone allowance, parking/transportation allowance, and a fun and supportive environment. We keep you energised with beverages and small bites throughout the day. The company believes in open & honest communication, collaboration, and knowledge sharing.

How to apply

Our team comprises passionate, forward‑thinking professionals who thrive on challenges and are dedicated to making a tangible impact. We are committed to creating an inclusive environment where diverse perspectives are valued, and every voice is heard. For immediate consideration, kindly apply online.