CUSTOMER SERVICES EXECUTIVE

NBrand; Subang Jaya; On-site; MYR 43,000 - 58,000; Full time

Job summary

Jora Malaysia is seeking a Customer Service Executive to deliver high-quality support across phone, email, live chat and social media, acting as the main link between the company and its customers. The role involves handling omni-channel inquiries, processing transactions, resolving complex issues, and maintaining strong client relationships.

You will oversee order processing, CRM data entry, payments and refunds, coordinate with logistics, collect feedback, maintain product knowledge, and

Qualifications

• Experience handling omni-channel inquiries across phone, email, live chat, and social media.
• Ability to troubleshoot and resolve complaints with a focus on customer satisfaction.
• Strong communication and relationship-building skills.

Responsibilities

• Inquiry Management: Respond promptly and professionally to client inquiries via phone, email, live chat, and social media platforms.
• Issue Resolution: Troubleshoot complaints, navigate conflict, and offer efficient solutions to maintain high satisfaction scores.
• Escalation Handling: Identify complex or high-priority customer concerns and route them to relevant internal departments smoothly.
• Relationship Building: Proactively engage with top accounts to foster customer loyalty and brand advocacy.
• Order Processing: Oversee the daily order fulfillment workflow, including processing backorders, returns, and exchanges.
• CRM Maintenance: Record exact details of customer interactions, transactions, claims, and comments in the database.
• Financial Transactions: Obtain authorization and process payments, billing adjustments, and refunds securely.
• Logistics Coordination: Coordinate with freight carriers to track shipments and resolve transit or damage claims.
• Feedback Collection: Gather customer feedback and report trends to management to support business process improvements.
• Product Knowledge: Maintain expert-level knowledge of all product lines, manuals, and service offerings.
• Basic Salesmanship: Exercise strategic communication to suggest additional beneficial products or upsell relevant items.

Skills

Omni-channel communication

Conflict resolution

Relationship management

Upselling

Tools

CRM software

Payment processing systems

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The Customer Service Executive plays a vital role in delivering high-quality, professional support to ensure client satisfaction and business growth. This role serves as the primary link between the company and its customers. The chosen candidate will handle omni-channel inquiries, resolve complex issues, process transactions, and maintain robust client relationships.

Key Responsibilities :-

• Inquiry Management: Respond promptly and professionally to client inquiries via phone, email, live chat, and social media platforms.
• Issue Resolution: Troubleshoot complaints, navigate conflict, and offer efficient solutions to maintain high satisfaction scores.
• Escalation Handling: Identify complex or high-priority customer concerns and route them to relevant internal departments smoothly.
• Relationship Building: Proactively engage with top accounts to foster customer loyalty and brand advocacy.

Operations & Data Management

• Order Processing: Oversee the daily order fulfillment workflow, including processing backorders, returns, and exchanges.
• CRM Maintenance: Record exact details of customer interactions, transactions, claims, and comments in the database.
• Financial Transactions: Obtain authorization and process payments, billing adjustments, and refunds securely.
• Logistics Coordination: Coordinate with freight carriers to track shipments and resolve transit or damage claims.

Business Improvement & Sales Support

• Feedback Collection: Gather customer feedback and report trends to management to support business process improvements.
• Product Knowledge: Maintain expert-level knowledge of all product lines, manuals, and service offerings.
• Basic Salesmanship: Exercise strategic communication to suggest additional beneficial products or upsell relevant items.