Executive - Customer Care Resolution Owner

Scicom MSC Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service provider in Kuala Lumpur seeks a motivated customer service representative. Responsibilities include managing communications with customers across various channels, resolving complaints, and collaborating with teams to enhance the customer experience. Candidates should possess a degree or diploma, have at least 2 years of relevant experience, and be proficient in Cantonese and English. The role offers attractive salary, performance-related bonuses, and generous leave policies.

Benefits

Attractive salary

Performance-related bonus

Annual leave: 15 days

Medical leave: 14 days

Medical and hospitalization coverage

Qualifications

• Minimum of 2 years of experience in related fields.
• Proficient in spoken and written Cantonese and English.
• Ability to manage multiple communication channels.

Responsibilities

• Represent the client in communications with customers.
• Provide timely responses to comments and complaints.
• Collaborate with teams to resolve customer complaints.
• Handle machine returns and refunds.
• Manage social media messages and enhance online reputation.
• Provide necessary reports to the management team.
• Lead or contribute to customer experience projects.

Skills

Interpersonal skills

Initiative

Team player

Problem-solving

Bilingual in Cantonese and English

Education

Degree or Diploma

Job description

Responsibilities

• Represent the client professionally in all communications with customers (phone, email, chat, walk-ins, social media), ensuring clarity, professionalism, and a positive experience.
• Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs.
• Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations.
• Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.
• Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company’s online presence and reputation.
• Ensure customer claims and complaints are handled fairly and resolved within agreed timelines. Analyze and measure the effectiveness of existing processes and call‑handling procedures, recommending improvements to increase productivity and customer satisfaction.
• Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision‑making.
• Lead or contribute to ad‑hoc customer experience (CX)‑related projects as assigned by management, driving initiatives that improve the overall customer experience.
• Manage and drive DOA and OBF cases.
• Manage ad‑hoc customer service‑related projects.
• Record the case chronology with dates in GTAP CX Database daily on the cases managed.
• Manage social media/DOA/SG OBF cases, GTAP CX mailbox, and rejections.
• Provide timely responses to customer comments & complaints via telephone, email, or walk‑in, consistent with service and quality standards.

Requirements

• Degree, Diploma, or an equivalent professional qualification.
• A high degree of integrity and professionalism with leadership traits.
• Dynamic, highly motivated, and result‑oriented team player with good interpersonal skills.
• Ability to work in a challenging environment with good initiative and ability to work independently.
• Ability to manage multiple customer communication channels and resolve issues promptly.
• Proficient in both spoken and written Cantonese and English language.
• Candidates must possess a minimum of 2 years of experience in related fields.

Package

• Attractive salary.
• Performance‑related bonus for confirmed staff.
• Annual leave: 15 days.
• Medical leave: 14 days.
• Medical and hospitalization coverage.