Executive, Customer Relations

5G-Starlink Pte.; Malacca City; On-site; MYR 100,000 - 150,000; Full time

Job summary

A dynamic tech company based in Malacca City is seeking an Executive for Customer Relations. The successful candidate will assist in resolving membership issues and complaints, ensuring customer satisfaction through effective communication and problem-solving. Ideal applicants should have a diploma or degree in mass communication, along with 2-3 years of relevant customer service experience. Fluency in English and Bahasa Malaysia is required, and Mandarin will be a plus. This role offers opportunities for professional growth and development.

Qualifications

• 2-3 years of relevant work experience in customer service and loyalty programs.
• Ability to understand, read & write in Mandarin is an advantage.
• Ability to multi-task, prioritize, and manage time effectively.

Responsibilities

• Assist with membership related issues and resolving complaints.
• Identify customers' needs to maximize satisfaction.
• Provide information on membership fees, policies, and services.

Skills

Excellent writing and verbal communication skills in English

Customer orientation

Proactive problem-solving

Analytical mindset

Education

Diploma/Degree in mass communication or equivalent

Job description

About the job Executive, Customer Relations

Job Description

You will play an important role in:

• Assist with membership related issues, resolving complaints, and processing transactions
• Manage complaints, determining the cause of the problem, provide appropriate solutions alternatives within the timeline, expediting critical and recurring issues, follow up to ensure resolution
• Identify and assess customers needs to maximise their satisfaction
• Investigate and manage cases with accurate, valid and complete information by using the right methods/ tools while resolving or escalating membership and payment issues
• Provide information on membership fees, policies, processes, benefits, products, and services in response to customers enquiries
• Recommend and cross‑selling products and services to members and potential members
• Actively engage with customers to meet personal/ team KPI and service level
• Prepare product or service reports by collecting and analysing customer data
• Documenting all inquiries and maintaining accurate membership records
• Perform any other duties as assigned

To be successful in this role, you will need to have:

• Possess at least Diploma/ Degree in mass communication or equivalent
• Preferably 2-3 years of relevant work experiences in customer service and loyalty program
• Excellent writing and verbal communication skills in English and Bahasa Malaysia
• Ability to understand, read & write in Mandarin will be an added advantage
• Customer orientation and ability to adapt/ respond to different types of personalities
• Proven customer support experience or experience as a client service representative is an added advantage
• Ability to multi‑task, prioritize and manage time effectively
• Possess cheerful and pleasant personality
• Proactive problem‑solver and possess analytical mind set