Customer Relations Executive

As a Customer Service Executive, you will play a vital role in ensuring exceptional customer experiences and satisfaction. Your primary responsibility will be to handle customer inquiries, concerns, and requests through various communication channels, delivering prompt and effective solutions. By providing accurate information, addressing customer issues, and fostering positive interactions, you will contribute to building strong customer relationships and enhancing the reputation of our company.

Manage promptly and courteously customer queries and requests via:
1. Walk-in

2. Hotline / Inbound calls

4. Digital communication channels

5. Marketplace including Lazada, Shopee, Zalora, Tik Tok, PG Mall and Khind Official Store.

Efficiently handle both inbound and outstation service requests from various sources, including customers, dealers, and sales personnel.

Update and maintain a reliable service database/system to keep track of customer information, service history, and other relevant details.

Capture and settle every complaint (internal & external) received in the database/system for comprehensive record-keeping.

Conduct on-time follow-ups to ensure timely updates on service status (work in progress, ready for collection, agree for disposal) and coordinate spare parts replacement when necessary.

Conduct and administer CSI surveys for all customers to gather valuable insights and identify areas for improvement.

Generate job sheet, service invoices or any operation documentation for compliance purposes.

Generate necessary documentation and reports as requested by the management for analysis and decision-making purposes.

Efficiently assist and process sales orders for spare parts and products.

Record and manage all sales and service payments, ensuring accuracy and timely processing, while maintaining detailed financial records and collaborating with the finance team to reconcile transactions.

Responsible for efficiently filing and organizing invoices (digital or hardcopy) by company procedures and standards.

Undertake any additional tasks or responsibilities as required to ensure efficient service delivery.

Offer product information, pricing details, and assistance with online purchases to potential and existing customers.

Respond to social media messages, customers' feedback, and engage in online community management.

Handle necessary follow-ups, such as pending payments and pending cases, while meticulously tracking and monitoring their progress.

Collaborate closely with the Commercial team to craft campaign messages based on customer insights.

Identify opportunities for process improvement and provide feedback to enhance the overall customer experience.

Preferably Executives specializing in Customer Relations or equivalent.

Fluent in Bahasa Malaysia and English, and able to communicate in basic Mandarin or Tamil would be an added advantage.

Excellent communication skills, both written and verbal, with a friendly and professional demeanour.

Empathetic approach to understanding customer needs and resolving their issues with patience and positivity.

Strong problem-solving skills, with the ability to think on your feet and adapt to varying customer situations.

Highly motivated, energetic, confident, mature and have a continuous improvement mindset.

Ability to work effectively in a fast-paced and dynamic environment.

Attention to detail and accuracy in documenting customer interactions and information.

Leadership abilities demonstrated through mentoring and guiding less experienced team members.

Flexibility to work in rotating shifts, including weekends and holidays if required, to ensure comprehensive customer support coverage.

Strong commitment to delivering outstanding customer experiences and maintaining customer satisfaction.

Familiarity with CRM systems and customer service software is a plus.

Pay: Up to RM3,200.00 per month

**Benefits**:

- Health insurance
- Maternity leave

Schedule:

- Monday to Friday

Supplemental Pay:

- Performance bonus

Ability to commute/relocate:

- Kota Kinabalu: Reliably commute or planning to relocate before starting work (preferred)

**Location**:

- Kota Kinabalu (preferred)

Work Location: In person