Senior Executive, Customer Care (Call Centre)

Swap Asia; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

Swap Asia is seeking a Senior Executive, Customer Care to handle high volumes of inbound calls, submissions, and inquiries. You will manage end-to-end claim processes, conduct outbound surveys, and provide accurate information while maintaining professionalism across verbal and written communication.

The role requires a diploma or degree and 2–3 years in a call centre or customer service setting, with strong Bahasa Malaysia and English skills; Mandarin is an added advantage.

Qualifications

• Diploma, Degree, or equivalent qualification in any field.
• Minimum 2–3 years of experience in a call centre or customer service environment (preferred).
• Strong command of Bahasa Malaysia and English (spoken and written); Mandarin is an added advantage.

Responsibilities

• Handle high volume inbound calls related to claim submissions, product enquiries, and escalations in a professional and timely manner.
• Manage end-to-end claim submission processes in accordance with established procedures and guidelines.
• Conduct outbound calls for customer surveys, follow-ups, and service recovery initiatives.
• Provide accurate information and effective solutions for pricing plan enquiries and related issues.
• Identify customer needs through active listening and apply analytical thinking to resolve issues efficiently.
• Maintain a high standard of customer service to meet and exceed customer expectations.
• Collaborate effectively with team members to ensure smooth daily operations.
• Ensure clear and professional communication in both verbal and written formats.
• Work on a shift rotation basis, including weekends and public holidays if required.

Skills

Customer service

Communication

Problem solving

Teamwork

Attention to detail

Shift flexibility

Education

Diploma or Degree

Tools

Microsoft Excel

Microsoft Word

Job description

Senior Executive, Customer Care (Call Centre)

Handle high volume of inbound calls related to claim submissions, product enquiries, and escalations in a professional and timely manner

Manage end-to-end claim submission processes in accordance with established procedures and guidelines

Conduct outbound calls for customer surveys, follow-ups, and service recovery initiatives

Provide accurate information and effective solutions for pricing plan enquiries and related issues

Identify customer needs through active listening and apply analytical thinking to resolve issues efficiently

Maintain a high standard of customer service to meet and exceed customer expectations

Collaborate effectively with team members to ensure smooth daily operations

Ensure clear and professional communication in both verbal and written formats

Work on a shift rotation basis, including weekends and public holidays if required

Requirements

Diploma, Degree, or equivalent qualification in any field

Minimum 2–3 years of experience in a call centre or customer service environment (preferred)

Experience in the telecommunications industry is an added advantage

Strong command of Bahasa Malaysia and English (spoken and written); Mandarin is an added advantage

Proficient in Microsoft Excel and Microsoft Word

Ability to handle high call volumes in a fast-paced environment

Strong problem-solving skills and ability to think quickly under pressure

Detail-oriented with a high level of accuracy and diligence

Positive attitude, team player, and customer-focused mindset

Willingness to work on a shift rotation schedule

Hirer responsiveness Salary match Number of applicants

Information Technology Services 101-1,000 employees

Swap Asia represents the regions leader in Value-Add Services focusing in creating values in the end-to-end device lifecycles for carriers and manufacturers.

Our core DNA has always been to assist our partners to deepen their relationship with every customer life using data-driven products and platforms. Reducing their financial exposure and maintaining their position as market leader in the industry.

We make it easier for you to focus where it matters, your customers.

Swap Asia represents the regions leader in Value-Add Services focusing in creating values in the end-to-end device lifecycles for carriers and manufacturers.

Our core DNA has always been to assist our partners to deepen their relationship with every customer life using data-driven products and platforms. Reducing their financial exposure and maintaining their position as market leader in the industry.

We make it easier for you to focus where it matters, your customers.

What can I earn as a Customer Care Executive