Executive, Customer Relations

5G-Starlink Pte.; Malacca City; On-site; MYR 60,000 - 90,000; Full time

Job summary

5G-Starlink Pte. in Malaysia is seeking an Executive, Customer Relations to handle membership inquiries, resolve complaints, and process transactions. You will analyze customer data, identify needs, and advise on membership benefits, fees, policies, and services while aiming to exceed KPIs.

Strong English and Bahasa Malaysia skills are essential; Mandarin reading is a plus. The role emphasizes proactivity, multi-tasking, and accurate record-keeping, with opportunities to cross-sell products and

Qualifications

• Diploma or degree in mass communication or equivalent.
• 2–3 years of experience in customer service and loyalty programs.
• Excellent English and Bahasa Malaysia writing and verbal skills.
• Ability to understand/read/write Mandarin is an added advantage.
• Customer-oriented with ability to adapt to different personalities.
• Proactive problem-solver with analytical mindset.
• Ability to multi-task, prioritize and manage time effectively.
• Cheerful and pleasant personality.
• Proven customer support experience is an added advantage.

Responsibilities

• Assist with membership issues, resolving complaints, and processing transactions.
• Manage complaints, determining cause and providing solutions within timelines.
• Identify and assess customer needs to maximise satisfaction.
• Investigate and manage cases with accurate information using proper methods/tools.
• Provide information on membership fees, policies, processes, benefits, products and services.
• Recommend and cross-sell products and services to members and potential members.
• Engage with customers to meet personal/team KPIs and service levels.
• Prepare product or service reports by collecting and analysing customer data.
• Document inquiries and maintain accurate membership records.
• Perform any other duties as assigned.

Skills

Excellent communication

Written English

Verbal Bahasa Malaysia

Time management

Multitasking

Analytical thinking

Customer focus

Problem solving

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