Role Overview
The Customer Care Executive is responsible for delivering high-quality customer support and ensuring a positive customer experience across all touchpoints. This role focuses on resolving issues efficiently, supporting product and service usage, and maintaining strong customer relationships through effective communication and systematic follow-ups.
Key Responsibilities
- Customer Support & Issue Resolution
- Handle customer enquiries via phone, WhatsApp, email, live chat, and in-person channels when required.
- Provide accurate information regarding products, services, promotions, and processes.
- Respond promptly and professionally to customer complaints, enquiries, and requests.
- Troubleshoot basic service or technical issues and escalate complex cases to relevant teams.
- Follow up on open cases to ensure timely and satisfactory resolution.
- Consistently meet or exceed customer satisfaction standards.
- Customer Experience Management
- Deliver a positive, personalised, and solution-oriented customer experience.
- Build trust through friendly, empathetic, and professional communication.
- Identify recurring customer pain points and suggest improvements.
- Assist with customer education, onboarding guidance, FAQs, and product usage support.
- Administrative & Reporting Responsibilities
- Maintain accurate and up-to-date records of all customer interactions in the system.
- Generate reports on customer feedback, common issues, trends, and performance metrics.
- Support the development and maintenance of FAQs, knowledge base articles, and SOPs.
- Collaboration & Continuous Improvement
- Work closely with internal departments to resolve customer-related issues.
- Participate in service quality training, coaching, and performance reviews.
- Proactively suggest improvements to customer experience, service efficiency, and workflows.
- Uphold the organisation's brand values through professional and empathetic communication.
- Perform other duties as assigned by the Reporting Manager or Management from time to time.
Requirements & Qualifications
- Diploma or Bachelor's Degree in Customer Service, Business, Communications, or a related field.
- Minimum 13 years of experience in customer service, call centre, or support-related roles.
- Excellent verbal and written communication skills in English and Bahasa Malaysia; Mandarin-speaking candidates are preferred.
- Strong problem-solving skills with a customer-centric mindset.
- Comfortable using CRM systems, ticketing platforms, and digital communication tools or software.
- Ability to remain calm, professional, and empathetic when handling difficult situations.
