Senior Customer Relations Executive — Multichannel Support

FFM Berhad

Kuala Lumpur

On-site

MYR 48,000 - 60,000

Full time

4 days ago

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Benefits offered by this job

Restaurant d'entreprise

Job summary

FFM Berhad in Damansara Jaya, Selangor is seeking a Senior Executive, Customer Relations to manage omni‑channel inquiries, feedback and complaints and to support service recovery. You will work across email, phone, social media, Google Reviews and walk‑ins to uphold high quality customer service.

The role requires a degree in Business or Communications and 2–4 years of customer service experience; strong English communication; Bahasa Malaysia is a plus, and you will strive to meet SLA and KPI

Qualifications

Degree in Business, Communications or a related field.
2–4 years of experience in customer service or customer relations.
Strong written and verbal communication skills.
Ability to work under pressure and manage difficult customers.
Proficiency in English is required; Bahasa Malaysia would be an added advantage.

Responsibilities

Handle customer enquiries, feedback and complaints across omni‑channels including email, phone, social media, Google Reviews and walk‑ins
Provide solutions and service recovery within approval limits
Record and track cases in Omnichannel system
Process refunds and compensation according to company policies
Escalate complex cases and coordinate with internal departments (Operations, Finance, IT, Marketing, Legal & Compliance)
Meet service level agreements (SLA), KPI and service quality standards