Hybrid Customer Experience Specialist

Experian Group; Kuala Lumpur; Hybrid; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Great compensation package

Discretionary bonus plan

Hybrid work arrangement

Job summary

Experian is seeking a Customer Service Executive in Kuala Lumpur to be a key contact for customers, delivering a positive, seamless experience. You will handle inquiries across channels, resolve issues, verify identities, and suggest relevant products.

You will work from the office as part of a hub-based team in a hybrid setup, using AI-powered tools to enhance productivity, and you will be measured against service standards and KPIs while collaborating across the organization.

Qualifications

• Diploma or higher in business, management, marketing, IT, or related field.
• Proficient with AI-powered tools and MS Office (Word, Excel, Outlook).
• Minimum 2 years of relevant customer service experience.

Responsibilities

• Work from the office as part of hub-based customer service team.
• Handle daily calls and emails professionally and promptly.
• Respond to inquiries, provide accurate information, and resolve issues and complaints.
• Verify customer identity and follow documentation procedures.
• Maintain records of customer interactions, inquiries, complaints, feedback, and actions.
• Follow up on requests to ensure actions completed.
• Share customer feedback with management to improve products and services.
• Identify opportunities to promote relevant products based on customer needs.
• Support new product testing, implementation, and launches.
• Leverage AI-powered tools to enhance productivity and case management.
• Meet service standards, KPIs, and performance targets.
• Collaborate with team and stakeholders to deliver a positive customer experience.

Skills

Customer service skills

AI tools adoption

2+ years experience

Education

Diploma/Advanced Diploma in Business or IT

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Experian is seeking a Customer Service Executive in Kuala Lumpur to be a key contact for customers, delivering a positive, seamless experience. You will handle inquiries across channels, resolve issues, verify identities, and suggest relevant products.

You will work from the office as part of a hub-based team in a hybrid setup, using AI-powered tools to enhance productivity, and you will be measured against service standards and KPIs while collaborating across the organization.