Executive, Customer Service (Complaint Management)

CARSOME; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading automotive company in Petaling Jaya is looking for a highly skilled individual to manage and resolve customer complaints effectively. The ideal candidate should possess at least a diploma or degree and have a minimum of 2 years of experience in customer service or complaint resolution, preferably in the automotive sector. Strong communication skills in English and Bahasa Malaysia are essential. This role involves close coordination with various departments and the ability to handle high-pressure customer situations with professionalism.

Qualifications

• Minimum 2 years of experience in customer service or complaint resolution.
• Must have knowledge or experience in the automotive industry.
• Ability to work beyond standard office hours if required.

Responsibilities

• Manage and resolve customer complaints and disputes.
• Document each case thoroughly and draft proposals.
• Liaise with tribunals and legal teams as necessary.

Skills

Strong communication skills in English

Strong communication skills in Bahasa Malaysia

Good investigative skills

Problem-solving skills

Ability to handle high-pressure situations

Education

Diploma or degree in any related field

Tools

CRM tools

Microsoft Office (Word, 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.