Senior Customer Service Exec/ Assistant Manager

Luxury Business Solutions; Kajang Municipal Council; On-site; MYR 72,000 - 120,000; Full time

Job summary

Luxury Business Solutions in Malaysia seeks an experienced professional to support Directors by ensuring customer cases, documentation and operational matters progress smoothly to completion. The role blends service with execution, coordination, and digital capability, requiring independent work and smart use of AI tools.

Responsibilities span customer and case management, executive support, reporting, and events.

Qualifications

• 3–5+ years' experience in customer service, operations coordination, executive support, administration or related role.
• Strong command of English and Bahasa Malaysia for daily stakeholder communication.
• Excellent organizational, documentation and follow-up skills.
• Comfortable working directly with Directors or senior leaders.
• Digitally savvy with AI tools beyond basic prompting.

Responsibilities

• Handle customer enquiries across WhatsApp, calls, email and other channels.
• Manage customer cases from enquiry through appointment, documentation, progress updates and vehicle collection.
• Coordinate with internal teams to resolve issues and ensure timely case progression.
• Manage customer expectations and maintain service standards.
• Support Directors with documentation, coordination and operational follow-ups.
• Track outstanding tasks, deadlines and action items until completion.
• Prepare correspondence, reports, summaries and supporting documents.
• Anticipate issues, highlight delays and drive next actions.
• Maintain accurate customer records, case documentation and filing.
• Prepare daily, weekly and monthly operational reports.
• Verify information and supporting documents before submission or escalation.
• Keep information structured, accessible and up to date.
• Use AI and digital tools to improve productivity, documentation, communication and reporting.
• Utilize AI for drafting, summarising information, organising data and streamlining repetitive work.
• Identify opportunities to simplify and automate administrative workflows.
• Maintain accuracy, confidentiality and appropriate human review when using AI tools.
• Support roadshows, exhibitions, government programmes and company events when required.
• Coordinate with external stakeholders and business partners.
• Travel and provide hands-on operational support when necessary.

Skills

Customer service

Operations coordination

Executive support

Administration

Digital tools (AI)

Job description

This role supports the Directors in ensuring customer cases, documentation and operational matters move forward smoothly and are followed through to completion.

We are looking for someone who combines strong customer service with execution, coordination and digital capability — proactive, organised, comfortable working independently and able to leverage AI and technology to work smarter and faster.

KEY RESPONSIBILITIES

Customer & Case Management

• Handle customer enquiries across WhatsApp, calls, email and other channels.
• Manage customer cases from enquiry through appointment, documentation, progress updates and vehicle collection.
• Coordinate closely with internal teams to resolve issues and ensure timely case progression.
• Manage customer expectations professionally and maintain service standards.

Operational & Executive Support

• Support the Directors with documentation, coordination and operational follow-ups.
• Track outstanding tasks, deadlines and action items until completion.
• Prepare correspondence, reports, summaries and supporting documents.
• Anticipate issues, highlight delays and proactively drive the next action.

Reporting & Administration

• Maintain accurate customer records, case documentation and filing.
• Prepare daily, weekly and monthly operational reports.
• Verify information and supporting documents before submission or escalation.
• Keep information structured, accessible and up to date.

AI & Digital Enablement

• Use AI and digital tools to improve productivity, documentation, communication and reporting.
• Utilise AI for drafting, summarising information, organising data and streamlining repetitive work.
• Identify opportunities to simplify and automate administrative workflows.
• Maintain accuracy, confidentiality and appropriate human review when using AI tools.

Business & Event Support

• Support roadshows, exhibitions, government programmes and company events when required.
• Coordinate with external stakeholders and business partners.
• Travel and provide hands‑on operational support when necessary.

Requirements

REQUIREMENTS

• 3–5+ years' experience in customer service, operations coordination, executive support, administration or a related role.
• Strong command of English and functional Bahasa Malaysia for daily stakeholder communication.
• Strong organisational, documentation and follow‑up skills.
• Comfortable working directly with Directors or senior leaders.
• Digitally savvy and confident using AI tools beyond basic prompting.
• Able to work independently, prioritise multiple matters and operate in a fast‑paced SME environment.
• Strong attention to detail with a high level of ownership and urgency.
• Possess own transport and willing to travel when required.

IDEAL PROFILE

We are looking for someone who is:

• Proactive – acts without waiting to be chased.
• Execution-driven – follows through until the job is completed.
• Organised – keeps multiple moving parts under control.
• Customer-minded – communicates confidently and professionally.
• Tech-forward – uses AI and digital tools naturally to improve productivity.
• Resourceful – finds solutions and keeps things moving.
• Reliable – someone the Directors can trust to take ownership.