Senior Customer Service Executive

Design Village Outlet Mall; Batu Kawan; On-site; MYR 100,000 - 150,000; Full time

Job summary

A premier retail destination in Malaysia is seeking a Customer Service Executive to lead a dedicated team and ensure exceptional service across various customer touchpoints. The ideal candidate will have a degree, at least 3 years of experience in customer service leadership, and excellent communication skills. This role also requires flexibility to work shifts, weekends, and public holidays.

Qualifications

• Minimum 3 years of experience in leading a team in Customer Service/Public Relations.
• Strong communication skills in English and Bahasa Malaysia.
• Ability to work flexible shifts including weekends and public holidays.

Responsibilities

• Lead customer service team to deliver exceptional service.
• Resolve customer complaints and ensure satisfaction.
• Collaborate with tenants to enhance service quality.
• Set KPIs and coach staff to achieve service standards.
• Conduct surveys to evaluate customer loyalty.

Skills

Team Leadership

Customer Service Excellence

Communication Skills

Interpersonal Skills

Problem Solving

Education

Degree in Mass Communication or Business Administration

Tools

Microsoft Office

Job description

Overview

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Responsible for ensuring smooth daily operations at service counters, maintaining comprehensive knowledge of mall services and promotions, supporting staff training, enforcing tenant policies, and assisting in customer data analysis to enhance service systems.

Duties and Responsibility

• Lead and manage the customer service team to deliver world-class service across all touchpoints, including calls, enquiries, and mall services.
• Ensure prompt resolution of customer complaints with follow-up actions that meet or exceed customer satisfaction.
• Collaborate closely with team members and mall tenants and cross-functional leaders to drive service quality, productivity, and continuous improvement.
• Oversee efficient escalation processes and prioritize feedback to ensure timely and effective issue resolution.
• Drive team performance by setting clear KPIs and coaching staff to meet service excellence standards.
• Conduct mall surveys and evaluate Net Promoter Index (NPI) to monitor customer loyalty and satisfaction trends.
• Supervise personal shopper services, MBE collection point, and other mall-based customer offerings.
• Participate in ad hoc projects and initiatives to support mall operations and customer engagement.
• Identify service gaps and procedural inefficiencies, proposing actionable recommendations to management.
• Apply upselling and cross-selling techniques to enhance customer experience and offer alternative solutions.
• Undertake additional responsibilities as assigned by the Company to support evolving business needs.

Position Requirements

• Qualifications: Degree in Mass Communication, Business Administration or any related fields.
• Experience: Minimum 3 years of working experience in leading a team in Customer Service / Public Relation field within retail and / or service Sector.
• Strong communication and interpersonal skills.
• Ability to speak in English, Bahasa Malaysia, local dialect and other languages will add advantages.
• Excellent knowledge of Microsoft Office.
• Able to work on shifts, weekends and public holidays.

• What can I earn as a Customer Service Executive

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