Executive, Consumer Redress

CTOS; Petaling Jaya; On-site; MYR 48,000 - 96,000; Full time

Job summary

CTOS Digital in Malaysia is seeking a customer support professional to assist with Electronic Trade Reference records. You will respond to inquiries, resolve disputes, and manage requests with accuracy and empathy.

Based in Petaling Jaya, the role requires strong English and Bahasa Malaysia language skills; Mandarin/Tamil is a plus. Proficiency in Microsoft Office and CRM usage is essential in a fast-paced environment that values accuracy and timely resolutions.

Qualifications

• Bachelor's degree/Diploma or equivalent qualification in a relevant field.
• Proficient in written and spoken English and Bahasa Malaysia, Mandarin and/or Tamil is an added advantage.
• Customer-oriented with strong communication, interpersonal, and problem-solving skills.
• Detail-oriented with the ability to follow established processes and maintain accuracy.
• Ability to work independently with minimal supervision, demonstrating initiative and accountability.
• Computer literate and familiar with Microsoft Office.
• Possess a positive attitude, willingness to learn, and the ability to work effectively in a fast-paced environment.
• Able to multitask and manage priorities while maintaining accuracy and attention to detail.

Responsibilities

• Provide timely, professional, and accurate responses to customer enquiries, complaints, disputes, and requests relating to Electronic Trade Reference (eTR) records through email and other communication channels.
• Manage and resolve customer enquiries, settlement, dispute and complaints cases related to Trade Reference record within established service timelines, ensuring appropriate investigation, follow-up, and closure.
• Review supporting documents, case records, and relevant information to facilitate accurate assessment and resolution of customer cases.
• Collaborate with internal and external stakeholders to obtain information, conduct investigations, and ensure timely resolution of customer cases.
• Ensure all customer interactions are accurately recorded in CRM system, for proper case tracking and reporting.
• Ensure compliance with internal policies, procedures, and regulatory requirements in the handling of customer cases.
• Demonstrate professionalism, empathy, and a customer-centric approach when managing customer interactions and resolving concerns.
• Perform administrative duties and any other ad-hoc responsibilities assigned by the Supervisor, Manager, or Head of Department from time to time.

Skills

Customer-focused

Communication skills

Interpersonal skills

Problem-solving

Attention to detail

Multitasking

Initiative and accountability

Education

Bachelor's degree or Diploma in a relevant field

Tools

Microsoft Office

Job description

CTOS Digital is a key player in ASEAN credit reporting landscape, enabling digital credit solutions through strategic investment and innovation. We empower individual and business with the confident to make sound credit decision through access to data and insights at greater ease and speed.

Here's How You Will Add Value:

• Provide timely, professional, and accurate responses to customer enquiries, complaints, disputes, and requests relating to Electronic Trade Reference (eTR) records through email and other communication channels.
• Manage and resolve customer enquiries, settlement, dispute and complaints cases related to Trade Reference record within established service timelines, ensuring appropriate investigation, follow-up, and closure.
• Review supporting documents, case records, and relevant information to facilitate accurate assessment and resolution of customer cases.
• Collaborate with internal and external stakeholders to obtain information, conduct investigations, and ensure timely resolution of customer cases.
• Ensure all customer interactions are accurately recorded in CRM system, for proper case tracking and reporting.
• Ensure compliance with internal policies, procedures, and regulatory requirements in the handling of customer cases.
• Demonstrate professionalism, empathy, and a customer-centric approach when managing customer interactions and resolving concerns.
• Perform administrative duties and any other ad-hoc responsibilities assigned by the Supervisor, Manager, or Head of Department from time to time.

What you'll need to succeed:

• Bachelor's degree/Diploma or equivalent qualification in a relevant field.
• Proficient in written and spoken English and Bahasa Malaysia, Mandarin and/or Tamil is an added advantage.
• Customer-oriented with strong communication, interpersonal, and problem-solving skills.
• Detail-oriented with the ability to follow established processes and maintain accuracy.
• Ability to work independently with minimal supervision, demonstrating initiative and accountability.
• Computer literate and familiar with Microsoft Office.
• Possess a positive attitude, willingness to learn, and the ability to work effectively in a fast-paced environment.
• Able to multitask and manage priorities while maintaining accuracy and attention to detail.