SENIOR CUSTOMER SERVICE EXECUTIVE – PETALING JAYA, MALAYSIA
WHY THIS ROLE
The Senior Customer Service Executive is responsible for supporting the Team Leader in the day-to-day operation of the Customer Care team while continuing to perform core customer service responsibilities. The role acts as a key point of contact for agents, providing guidance, operational support, training, and escalation assistance while helping to ensure service levels, quality standards, and customer expectations are met.
This position requires the employee to be physically present at the KONE Business Services Office (PJ, Malaysia) on night shift, specifically to support the Australia and New Zealand regions.
Working hours: 02PM – 10PM or 09PM – 05AM (changeable)
WHAT WILL YOU BE DOING
Core Responsibilities
- Maintain excellent relationships with customers, site contacts, and end-users by demonstrating KONE's Ambassador attitude
- Handle inbound and outbound customer calls in accordance with procedures and service standards
- Manage customer emails, cases, and requests within required timeframes
- Accurately log and update customer interactions in the relevant systems
- Create callouts (entrapment calls, unplanned service, service needs), gather information, and dispatch technicians with all needed details
- Receive safety alerts and contact the technician by phone to check that he/she is okay
- Keep customers informed on progress where applicable, and take remote action to resolve issues
- Keep passengers safe in safety hazard situations by providing clear and useful instructions
- Receive, log, and assign complaints
- Meet individual performance targets, including quality, productivity, and adherence metrics
- Maintain up-to-date knowledge of products, services, processes, and procedures
Operational Support:
- Support the Team Leader in managing daily operations and workload distribution
- Monitor queues and service levels and assist with workload balancing
- Provide real-time support to agents during complex or high-risk customer interactions
- Assist with incident management, escalations, and emergency situations
- Support operations and business continuity requirements as required
- Ensure operational processes and procedures are consistently followed
- Ensure effective handover of all critical incidents, escalations, and operational issues to the onshore team to maintain seamless service continuity between shift
Coaching & Development
- Provide day-to-day guidance and support to team members
- Assist with onboarding and training of new employees
- Conduct side-by-side training and provide feedback
- Share knowledge and best practices across the team
- Identify development opportunities and escalate training needs to the Team Leader
Customer & Escalation Management
- Act as the first point of escalation for customer complaints and complex enquiries
- Support resolution of customer issues in a timely and professional manner
- Assist in managing service recovery activities where customer expectations have not been met
Quality & Compliance
- Support adherence to company policies, procedures, and compliance requirements
- Assist in identifying process gaps and opportunities for improvement
- Promote quality standards and best-practice customer handling
- Support the Team Leader in monitoring team performance and quality outcomes
ARE YOU THE ONE
Experience:
- Minimum 4-6 years experience in customer service or contact centre operations
- Experience handling escalations and complex customer interactions
Skills & Attributes:
- Demonstrated ability to mentor, coach, or support colleagues
- Strong communication and interpersonal skills
- Excellent customer service and problem-solving abilities
- Ability to coach and support team members
- Strong organisational and time management skills
- Ability to remain calm under pressure and make sound decisions
- Strong attention to detail and accountability
