Executive, Customer Service (Complaint Management)

Different Technologies Pty Ltd.; Petaling Jaya; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Complaints Manager to enhance customer satisfaction through effective complaint resolution. In this pivotal role, you will handle customer disputes with empathy and professionalism, ensuring timely resolutions while collaborating closely with internal teams and external stakeholders. Your expertise in customer service and problem-solving will be vital as you navigate complex situations, maintain accurate records, and support continuous improvement initiatives. Join a forward-thinking company where your contributions will directly impact customer experiences and drive operational excellence.

Qualifications

• Minimum 2 years of experience in customer service or complaint resolution.
• Knowledge or experience in the automotive industry is required.

Responsibilities

• Manage and resolve customer complaints professionally and effectively.
• Coordinate with internal departments and external bodies for resolution.

Skills

Customer Service

Complaint Resolution

Communication Skills

Problem-Solving

Investigative Skills

CRM Tools

Microsoft Office

Education

Diploma or Degree in Related Field

Tools

CRM Software

Microsoft Word

Microsoft Excel

Job description

About You!

To manage and resolve customer complaints, disputes, and dissatisfaction cases in a professional, timely, and effective manner. This role requires close coordination with internal departments and, when necessary, external bodies such as tribunals or legal authorities to ensure fair resolution and customer satisfaction

Your Day-to-Day

• Handle customer complaints and disputes with empathy, professionalism, and urgency.
• Investigate and document each case thoroughly, including gathering facts and supporting evidence.
• Draft professional emails, letters, and written proposals to customers and relevant authorities.
• Liaise with tribunals, legal teams, and external stakeholders where necessary.
• Maintain accurate records of all complaint-related communication in the CRM system.
• Coordinate and follow up with relevant departments to resolve issues promptly.
• Ensure compliance with internal SOPs and escalation processes.
• Support the continuous improvement of complaint management procedures.
• Perform other related duties as assigned

Your Know-How

• Minimum diploma or degree in any related field.
• Minimum 2 years of experience in customer service, complaint resolution, or handling customers
• Must have knowledge or experience in the automotive industry (cars, repairs, dealerships, etc).
• Strong communication skills in English and Bahasa Malaysia (spoken and written).
• Ability to handle high-pressure and sensitive customer situations calmly and professionally.
• Good investigative and problem-solving skills.
• Familiarity with CRM tools and Microsoft Office (Word, Excel).
• Ability to work beyond standard office hours if required.
• Mature, punctual, disciplined, and well-organized.