Senior Executive / Executive, Customer Service

Perusahaan Otomobil Nasional Sdn Bhd (PROTON); Subang Jaya; On-site; MYR 45,000 - 67,000; Full time

Job summary

PROTON Capital Sdn. Bhd. is seeking a Senior Executive / Executive to manage omni-channel customer consultations and end-to-end hire-purchase processing in Malaysia.

The role requires strong interpersonal skills, English and Bahasa Malaysia proficiency, and experience in auto finance. You will coordinate with internal teams and external partners while ensuring accurate data handling and timely settlements.

Qualifications

• Diploma or above in finance, economics, management or related fields.
• 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 hire purchase.
• Good interpersonal and communication skills with internal teams, dealers and external stakeholders.
• Detail-oriented, well-organized, and able to manage multiple tasks with timely follow-up.
• English and Bahasa Malaysia proficiency, Mandarin an added advantage.
• Proficient in using MS Office and online systems.

Responsibilities

• Omni-channel customer consultation and service acceptance via telephone, WhatsApp, email and online platforms.
• Hire-purchase processing including pre-consultation, assists with procedures, repayments, settlement services.
• Document and data management: verify, file, archive and handle early settlement or return of documents.
• Handle customer complaints and assist with dispute resolution.
• Collaborate with Sales & Marketing, Operation Approval and Asset Management to optimize processes.
• Compile and analyze customer service data and reports such as satisfaction and complaint rates.

Skills

Interpersonal skills

Communication

Team coordination

Multitasking

Education

Diploma or above in finance, economics, management

Tools

MS Office

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.

Automobile technology that's the pride and symbol of Malaysian innovation and dedication. 1985 marked a momentous year in Malaysia's history when the country's first national car, the Proton Saga, rolled out for the masses. PROTON is more than just a car company as its inception as a key driver of national development has seen the brand accelerate its learning curve through technology transfer with strategic partnerships and technical collaborations.

Today, PROTON continues designing and building cars which has remained an elusive dream for most nations, but made a reality for Malaysia in 1985 and has since been driving the landscape of Malaysia’s automotive industry.

PROTON

Automobile technology that's the pride and symbol of Malaysian innovation and dedication. 1985 marked a momentous year in Malaysia's history when the country's first national car, the Proton Saga, rolled out for the masses. PROTON is more than just a car company as its inception as a key driver of national development has seen the brand accelerate its learning curve through technology transfer with strategic partnerships and technical collaborations.

Today, PROTON continues designing and building cars which has remained an elusive dream for most nations, but made a reality for Malaysia in 1985 and has since been driving the landscape of Malaysia’s automotive industry.