Senior Executive of Customer Relationship

Movon Sdn. Bhd.; Subang Jaya; On-site; MYR 40,000 - 64,000; Full time

Job summary

Movon Sdn. Bhd. is seeking a Senior Executive of Customer Relationship to oversee daily call logs and Careline operations, and to develop strategies to improve response time, follow-up, and overall customer experience.

The role involves monitoring team KPIs and performance targets, ensuring service quality and compliance with SOPs, handling escalated cases, and guiding team members to achieve service objectives while driving continuous improvement.

Qualifications

• Diploma or Bachelor’s Degree in Business Administration, Customer Service, Management, or related field.
• Relevant experience in customer service operations and escalations.
• Experience in supervisory or team leadership preferred.
• Strong leadership, communication, problem-solving, and coordination skills.
• Proficiency in Microsoft Excel and PowerPoint.
• Good command of English and Bahasa Malaysia; Mandarin is a plus.

Responsibilities

• Oversee daily call logs and Careline operations, while developing strategies to improve response time, follow-up, and customer experience.
• Monitor team KPIs, performance, and targets to drive service excellence and continuous improvement.
• Monitor service quality and daily operations to ensure compliance with company standards and SOPs.
• Handle escalated customer cases and coordinate with relevant departments to ensure timely resolution.
• Guide, coach, and support team members to achieve service and performance objectives.
• Identify opportunities for process improvement, analyse customer trends, and prepare regular performance reports.

Skills

Leadership

Communication

Problem-solving

Coordination

Customer service

KPI management

Education

Diploma or Bachelor's Degree in Business Administration, Customer Service, Management, or related field

Tools

Microsoft Excel

PowerPoint

Job description

Senior Executive of Customer Relationship

Senior Customer Relationship Executive overseeing daily call logs and Careline operations, developing strategies to improve response time, follow-up, and customer experience. The role involves monitoring team KPIs and performance targets, ensuring service quality and compliance with company standards, handling escalated customer cases, and guiding team members to achieve service objectives.

Key responsibilities

Oversee daily call logs and Careline operations, while developing strategies to improve response time, follow-up, and customer experience

Monitor team KPIs, performance, and targets to drive service excellence and continuous improvement

Monitor service quality and daily operations to ensure compliance with company standards and SOPs

Handle escalated customer cases and coordinate with relevant departments to ensure timely resolution

Guide, coach, and support team members to achieve service and performance objectives

Identify opportunities for process improvement, analyse customer trends, and prepare regular performance reports

Diploma or Bachelor’s Degree in Business Administration, Customer Service, Management, Communication, or a related field. Relevant experience will also be considered.

Good command of English and Bahasa Malaysia. Mandarin or other local languages are an added advantage.

Experience in customer complaints, escalations, KPI management, and customer service operations.

Experience in supervisory or team leadership is preferred.

Good knowledge of Careline/call-centre operations, case management, and escalation procedures.

Proficient in Microsoft Excel, PowerPoint, and customer management systems.

Strong leadership, communication, problem-solving, and coordination skills.

Customer-focused, accountable, and able to work under pressure while managing multiple priorities.