Senior Customer Service Executive

SalesWorks; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

A customer service organization in Kuala Lumpur is seeking a dedicated Customer Service Executive. The role involves managing inbound and outbound calls, ensuring customer satisfaction, and maintaining accurate records. Candidates should have a diploma or degree and preferably 3-4 years of experience in the call center industry. Good communication skills in English and Bahasa Malaysia are essential, and fluency in Mandarin/Cantonese is an advantage. This position offers development opportunities in a supportive environment.

Qualifications

• Mature, resourceful, tactful and diplomatic with excellent listening skills.
• Self-motivated individuals with integrity and drive to achieve targets.

Responsibilities

• Manage inbound and outbound calls by providing optimum service to customers.
• Resolve customer service issues promptly.
• Maintain and ensure customers’ records are updated.
• Prepare contact reports and analysis.
• Support Supervisor/Manager to review work processes.
• Ensure each call is handled professionally.

Skills

Good communication skills over the phone

Fluent in English and Bahasa Malaysia

Ability to converse in Mandarin/Cantonese

Computer literacy

Education

Diploma/Degree Holder

SPM/STPM/A-Level/Pre-U with relevant customer service experience

Tools

MS Word

Excel

Job description

Responsibilities

• Manage inbound and outbound calls by providing optimum service to customers.
• Resolve customer service issues promptly, ensure effective & timely follow up.
• Maintain and ensure customers’ records are updated into customer database accurately.
• Liaise with company’s clients in relation to customer service issues.
• Prepare contact reports and analysis on inbound/outbound calls.
• Support Supervisor/Manager to review work processes, identify and resolve process gaps through constructive feedback for continuous improvements where appropriate.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to communicate clearly and professionally, both verbally and in writing with good communication skills.
• Receives processes and verifies the accuracy of application from customers/donors utilising the organisation’s internal CRM system.
• Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.

Other Duties

• To raise issues as and when they arise.
• Performs other related duties as assigned by management.
• To fulfil all call work which includes calls to Active, Unrealised, Inactive customers or donors for various reasons such as to obtain new financial details, to upgrade, to reactivate, to convert the donor/customer.
• To attend and manage all inbound calls from donors/customers.
• Ensure calls are completed within stipulated timelines which will be determined upon the assignment of the respective call work.
• Ensure details entered in the system is correct and accurate at all times.
• Ensure each call, inbound and outbound is handled professionally and courteously leading to a satisfactory closure.
• To raise to superior’s attention immediately upon encountering backlash or negative feedback regarding our obligations to the client, inconsistencies in the data/call list, technical or software difficulties, or any issues preventing the execution or completion of the assigned tasks within the stipulated timelines.
• To generate daily report, weekly report and monthly report to be sent to all relevant parties.
• To assist other members on any issues.
• To assist with fact finding on highlighted issues.
• To email to Marketing Office on any Sales Lead.
• To update SG Global for cases that requires assistance.
• To generate reports required by SalesWorks and SG Global in a timely manner.
• To email daily rejects to Marketing Office for any submissions rejected by CS.
• Provides back‑up support to other group members in the performance of job duties as required.

Education & Qualifications

• Diploma/Degree Holder.
• SPM/STPM/A‑Level/Pre‑U with relevant customer service experience will be considered.
• Preferably with at least 3‑4 years of working experience in customer service/call centre industry.

Knowledge & Skills

• Junior Executives specializing in Customer Service in a call‑centre environment.
• Good communication skills over the phone and be fluent in English and Bahasa Malaysia.
• Ability to converse in Mandarin/Cantonese will be an added advantage.
• Computer literacy is essential, especially in MS Word and Excel.

Other Attributes

• Mature, resourceful, tactful and diplomatic with excellent listening skills.
• Self‑motivated individuals with integrity, drive to achieve targets and possess good organizational skills.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad.