Senior Customer Service Representative

About the Role

We are hiring a Senior Customer Experience Representative to lead the care of our highest-value VIP customers.

This is a high-trust, high-responsibility role that sits at the top tier of our CX team.

You will act as the primary owner and decision-maker for VIP cases delivering calm, confident, and premium support across calls and chat. This role goes beyond answering queries; it is about owning outcomes, protecting relationships, and setting CX standards.

Key Responsibilities

1. VIP Customer Ownership

Serve as the main point of contact for VIP customers.

Handle complex cases via calls and chat with a premium, composed service tone.

Anticipate needs and proactively guide customers to resolution.

2. End-to-End Resolution

Own VIP issues from first contact to full closure.

Coordinate directly with Ops, CX, Finance, Tech, and Insurers to resolve cases fast.

Make sound judgment calls within SOP to unblock issues without escalation delays.

3. Service Excellence & Standards

Deliver consistently high accuracy, etiquette, and response times.

Set the benchmark for above-and-beyond CX.

Identify gaps, friction points, and opportunities to improve VIP journeys.

4. Relationship & Retention

Build trust and long-term rapport with VIP customers.

Identify churn risks early and take proactive action.

Capture meaningful feedback and insights to improve CX strategy.

5. Reporting, Quality & Leadership

Maintain clear, structured CRM documentation.

Provide weekly insights on VIP issues, trends, and risk areas.

Act as a role model and informal mentor for junior CX team members.

What We're Looking For

36 years experience in senior customer service, concierge, client servicing, or VIP handling.

Strong command of spoken and written English & Bahasa Malaysia.

Highly composed, confident, and solution-oriented under pressure.

Strong ownership mindset does not wait to be told what to do.

High emotional intelligence with polished, professional communication.

Comfortable handling calls, sensitive cases, and decision-making.

Willing to work shifts or weekends depending on VIP demand.

Full work-from-office at 1 Tech Park, Bandar Utama.

Diploma or Degree in any field.

Preferred Traits

High EQ and empathy

Calm authority and professionalism

Detail-oriented and structured

Ownership-driven, not task-driven

Strong service etiquette and judgment

Why Join Us

Be entrusted with BJAK's most important customers.

Play a key role in shaping our premium CX standards.

Clear pathway into CX leadership, QA, training, or concierge management.

Higher salary band and enhanced benefits, aligned with seniority and responsibility.

Join a fast-growing, high-performance insurtech team.