Customer Service Executive

Position Details

Job Title:Customer Service Executive

Contract Duration:12 Months (Qboyd Employment Contract)

Work Location:Deployed at client's office,Puchong, Kuala Lumpur

Client Sector:Banking & Financial Services

Working Days:MondaytoFridayNormally or saturday

Working Hours:9 AM 6 PM

Employment Benefits (Qboyd)

• EPF, SOCSO, and EIS contributions
• Annual Leaves
• Sick Leaves
• All statutory entitlements as per Malaysian law

Role Overview

The Customer Service Executive is responsible for delivering excellent support to customers via phone, email, WhatsApp, live chat, and other communication channels. The role focuses on ensuring a positive customer experience and maintaining service quality according to Malaysian standards.

Key Responsibilities

Respond to customer inquiries through phone, email, WhatsApp, live chat, or social platforms

Handle and resolve customer complaints professionally and promptly

Process orders, refunds, exchanges, and service requests

Maintain accurate customer records in CRM systems

Provide clear and effective product/service information

Escalate complex issues to relevant internal teams

Follow up with customers to ensure issue resolution

Meet performance metrics: response time, resolution rate, customer satisfaction

Prepare reports on customer feedback and service performance

Ensure compliance with company policies, data privacy laws, and industry standards

Requirements

Degree (as required by client)

Good communication in English & Bahasa Malaysia; Mandarin/Tamil is an added advantage

Strong problem-solving and interpersonal skills

Good phone etiquette and ability to manage difficult customers

Basic computer & typing skills; CRM experience is a plus

Willing to work shifts orweekends(depending on client need)

Prior customer service/call center experience preferred