Customer Service Executive

13 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia MOVA Full time
MOVA MY - JD - Customer Care Executive
Location: Kuala Lumpur, Malaysia
Employment Type: Full-time
Reporting Manager: Chief Operations Officer (COO) Customer Support & Issue Resolution

  • Handle customer enquiries via phone, WhatsApp, email, live chat, and in-person channels when required.

  • Provide accurate information regarding products, services, promotions, and processes.

  • Respond promptly and professionally to customer complaints, enquiries, and requests.

  • Troubleshoot basic service or technical issues and escalate complex cases to relevant teams.

  • Follow up on open cases to ensure timely and satisfactory resolution.

  • Consistently meet or exceed customer satisfaction standards.

Customer Experience Management

  • Deliver a positive, personalized, and solution-oriented customer experience.

  • Build trust through friendly, empathetic, and professional communication.

  • Identify recurring customer pain points and suggest improvements.

Administrative & Reporting Responsibilities

  • Maintain accurate and up-to-date records of all customer interactions in the system.

  • Generate reports on customer feedback, common issues, trends, and performance metrics.

  • Support the development and maintenance of FAQs, knowledge base articles, and SOPs.

Collaboration & Continuous Improvement

  • Work closely with internal departments to resolve customer-related issues.

  • Participate in service quality training, coaching, and performance reviews.

  • Proactively suggest improvements to customer experience, service efficiency, and workflows.

  • Uphold the organization's brand values through professional and empathetic communication.

  • Perform other duties as assigned by the Reporting Manager or Management from time to time.

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