Senior Executive / Executive, Customer Service

PROTON; Subang Jaya; On-site; MYR 48,000 - 72,000; Full time

Job summary

PROTON Capital Sdn. Bhd. seeks a Senior Executive/Executive, Customer Service to manage omni-channel consultations and oversee hire-purchase processing.

The role requires coordinating with internal teams and external stakeholders, ensuring smooth customer journeys from inquiry to settlement. Ideal candidates hold a Diploma or higher in finance/economics/management and bring 2+ years in auto finance customer service, with strong English and Bahasa Malaysia communication skills and proficient MS

Qualifications

• Diploma or above in finance, economics, management or related majors.
• At least 3 years of operation and management experience in the financial industry, and at least 2 years in customer service in Malaysia auto finance or hire-purchase business.

Responsibilities

• Omni-channel customer consultation and service acceptance using telephone, WhatsApp, email, and online platforms.
• Hire-purchase business processing and customer support through the full process.
• Document and data management, including verification, archiving, and handling early settlement procedures.
• Complaint management and dispute resolution, with escalation support.
• Collaborate with Sales & Marketing, Operation Approval and Asset Management to resolve issues and optimize processes.
• Data statistics and reporting on customer service metrics (e.g., satisfaction, complaints).

Skills

Customer service

Interpersonal skills

Multitasking

Stakeholder coordination

Education

Diploma or above in Finance/Economics/Management

Tools

MS Office

Online systems

Job description

Senior Executive / Executive, Customer Service

Join PROTON Capital Sdn. Bhd., the newly established automotive financing company and help shape the future of mobility in Malaysia. You will be responsible for receiving customer consultations via telephone, WhatsApp, email, and online customer service platforms, and answering inquiries throughout the entire hire-purchase business process.

Key Job Responsibilities

Omni-channel Customer Consultation and Service Acceptance - Responsible for receiving customer consultations via telephone, WhatsApp, email, and online customer service platforms (e.g., the company official website), and answering inquiries throughout the entire hire-purchase business process.

Hire-purchase Business Processing - Including specific business handling and support such as pre-consultation, assisting customers with various business procedures, processing customer repayment and remittance, post-hire follow-up, and settlement services.

Document and Data Management - Conduct verification of hire-purchase application documents, file document archiving, assist with procedures for customers applying for early repayment, early settlement or normal settlement, and handle document return, so as to ensure the full-process management of documents and data.

Complaint Management and Dispute Resolution - Handle customer complaints, respond to customer demands and provide necessary support; in case of complaint escalation, fully cooperate with the customer dispute mediation or adjudication process.

Internal Collaborative Support and Process Optimization - Collaborate with teams such as Sales & Marketing, Operation Approval and Asset Management, analyze the causes of customer complaints and grievances and resolve them, and put forward process optimization suggestions.

Data Statistics and Analysis - Complete the statistics of customer service data and compilation of reports (e.g., consultation success rate, complaint rate, satisfaction degree, etc.), and continuously analyze and optimize customer service operations.

Job Requirements

Diploma or above, finance, economics, management and other related majors are preferred.

At least 3 years of operation and management experience in the financial industry, at least 2 years of customer service experience in Malaysia auto finance or bank hire purchase business, familiar with the whole process of hire purchase business is preferred.

Good interpersonal and communication skills, with the ability to coordinate effectively with internal teams, dealers, and external stakeholders.

Detail-oriented, well-organized, and able to manage multiple tasks while maintaining accuracy and timely follow-up.

Language Proficiency: Proficiency in English and Bahasa Malaysia, with Mandarin being an added advantage.

Proficient in using MS Office applications and online system, with basic digital tool operation ability.