Senior Customer Care Executive

2-4 Years

Save

Early Applicant

Job Description

Key Responsibilities:

Escalated Complaint Management

Independently manage complex and high-risk customer complaints with professionalism and tact
Apply strong negotiation and de-escalation techniques to achieve effective resolutions
Collaborate closely with outlet PICs, operations, and management teams to resolve issues promptly
Ensure all cases are handled within SLA timelines and properly documented to closure

Reputation Management

Craft thoughtful and customised responses to negative Google reviews
Investigate and resolve review-related concerns to protect brand image
Proactively identify recurring service issues and highlight areas for improvement

Risk and Documentation

Prepare clear and structured documentation for tribunal or legal review when required
Assess potential legal or financial risks before proposing resolutions
Maintain accurate, detailed, and up-to-date case records

Team Support

Requirements

Diploma or Degree in any relevant field (e.g. Business, Communications, Hospitality or related disciplines)
2–4 years of experience in complaint handling, customer service, or CRM
Proven track record in managing difficult or escalated customer situations
Strong negotiation and conflict resolution skills
High emotional intelligence with the ability to remain calm under pressure
Good judgment in assessing risks before offering solutions
Good command of English, Bahasa Malaysia and Mandarin.