EXECUTIVE, CONSUMER REDRESS

CTOS Data Systems; Malaysia; On-site; MYR 36,000 - 60,000; Full time

Job summary

CTOS Digital is seeking a customer service professional in Malaysia to provide timely and accurate responses to inquiries related to Electronic Trade Reference (eTR) records via email and other channels. The role involves resolving disputes and complaints within established timelines, reviewing documents, and coordinating with internal and external stakeholders.

The ideal candidate holds a Bachelor or Diploma, is proficient in English and Bahasa Malaysia, and preferably Mandarin and/or Tamil.

Qualifications

• Bachelor Degree/Diploma or equivalent in a relevant field.
• Proficient in written and spoken English and Bahasa Malaysia; Mandarin or Tamil is an added advantage.
• Customer-oriented with strong communication, interpersonal, and problem-solving skills.
• Detail-oriented with ability to follow processes and maintain accuracy.
• Able to multitask and work independently with initiative.

Responsibilities

• Provide timely, professional, and accurate responses to customer enquiries via email and other channels.
• Manage and resolve customer enquiries, settlements, disputes and complaints within service timelines.
• Review supporting documents and case records for accurate assessment.
• Collaborate with internal and external stakeholders to obtain information and ensure timely resolution.
• Ensure all customer interactions are recorded in CRM for proper tracking and reporting.
• Ensure compliance with internal policies and regulatory requirements in handling cases.
• Demonstrate professionalism, empathy, and a customer-centric approach in interactions.
• Perform administrative duties and ad-hoc responsibilities as assigned.

Skills

Communication

Problem-solving

Interpersonal skills

Multitasking

Detail-oriented

Independent work

Education

Bachelor/Diploma or equivalent

Tools

CRM system

Microsoft Office

Job description

CTOS Digital is a key player in the ASEAN credit reporting landscape, enabling digital credit solutions through strategic investment and innovation. We empower individuals and businesses with the confidence to make sound credit decisions through access to data and insights with greater ease and speed.

• Provide timely, professional, andaccurate responses to customer enquiries, complaints, disputes, andrequests relating to Electronic Trade Reference (eTR) records throughemail and other communication channels.
• Manage and resolve customer enquiries, settlement,dispute and complaints cases related to Trade Reference record withinestablished service timelines, ensuring appropriate investigation,follow-up, and closure.
• Review supporting documents, caserecords, and relevant information to facilitate accurate assessment andresolution of customer cases.
• Collaborate with internal and externalstakeholders to obtain information, conduct investigations, and ensuretimely resolution of customer cases.
• Ensure all customer interactions areaccurately recorded in CRM system, for proper case tracking and reporting.
• Ensure compliance with internalpolicies, procedures, and regulatory requirements in the handling ofcustomer cases.
• Demonstrate professionalism, empathy,and a customer-centric approach when managing customer interactions andresolving concerns.
• Perform administrative duties and anyother ad-hoc responsibilities assigned by the Supervisor, Manager, or Headof Department from time to time.
• Bachelor Degree/Diploma or equivalentqualification in a relevant field.
• Proficient in written and spoken Englishand Bahasa Malaysia, Mandarin and/or Tamil is an added advantage.
• Customer-oriented with strongcommunication, interpersonal, and problem-solving skills.
• Detail-oriented with the ability tofollow established processes and maintain accuracy.
• Ability to work independently withminimal supervision, demonstrating initiative and accountability.
• Computer literate and familiar withMicrosoft Office.
• Possess a positive attitude, willingnessto learn, and the ability to work effectively in a fast-paced environment.
• Able to multitask and manage prioritieswhile maintaining accuracy and attention to detail.