Senior Executive, Customer Relations

FFM Berhad; Kuala Lumpur; On-site; MYR 48,000 - 60,000; Full time

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

Skills

Communication skills

English proficiency

Education

Degree in Business/Communications

Job description

Make your mark, create lasting change, and be a part of a team
that is dedicated to making a meaningful impact.

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Senior Executive, Customer Relations | Damansara Jaya, Selangor

Job Responsiblities

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 (ie Operations,Finance,IT,Marketing,Legal&Compliance)

Meet service level agreements (SLA), KPI and service quality standards

Job Requirements

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 effectively

Proficiency in English is required; Bahasa Malaysia would be an added advantage