Multichannel Customer Service Executive – Start-Up

Aikit Pte Ltd; Selangor; On-site; MYR 3,000 - 5,500; Full time

Job summary

Aikit Pte Ltd in Malaysia is seeking a Call Centre Customer Service Executive / Service Excellence Executive to handle inquiries, troubleshoot issues, and provide timely resolutions. You will document interactions in the CRM and maintain high service standards in a fast-paced startup environment.

You will collaborate with Product, Sales and Marketing to improve customer experiences and ensure satisfaction across channels, including Mandarin support where needed.

Qualifications

• Minimum 1 year of experience in customer service or call centre
• Strong communication skills, both verbal and written
• Ability to handle customer complaints with empathy and professionalism
• Proficient in using CRM systems and communication tools (email, chat, ticketing)

Responsibilities

• Handle customer inquiries via phone, email, live chat, and social media in a timely and professional manner
• Resolve customer issues, complaints, and concerns with empathy and efficiency
• Provide detailed information about products and services and ensure customer satisfaction
• Document and track customer interactions in the CRM system
• Meet KPIs such as response time, resolution time, and CSAT
• Collaborate with cross-functional teams to ensure seamless customer support
• Follow established processes and workflows for customer interactions
• Proactively contribute to process improvements and customer experience initiatives
• Involved in multi-channel support including Mandarin where applicable

Skills

Customer service

Communication skills

Problem solving

CRM systems

Multichannel support

Mandarin language

Job description

Aikit Pte Ltd in Malaysia is seeking a Call Centre Customer Service Executive / Service Excellence Executive to handle inquiries, troubleshoot issues, and provide timely resolutions. You will document interactions in the CRM and maintain high service standards in a fast-paced startup environment.

You will collaborate with Product, Sales and Marketing to improve customer experiences and ensure satisfaction across channels, including Mandarin support where needed.