Customer Service Executive

2 weeks ago

Kapar, Selangor, Malaysia W RESOURCES SDN. BHD. Full time 60,000 - 80,000 per year

Key Responsibilities

  • Lead and supervise the customer service team, including remote (work-from-home) staff.
  • Monitor and improve response time, service quality, and customer satisfaction levels.
  • Handle escalated customer issues professionally and ensure timely resolution.
  • Review existing workflows and implement improved SOPs for efficiency.
  • Train and guide team members to maintain consistent service quality.
  • Coordinate with logistics, sales, and warehouse teams to resolve customer-related matters.
  • Prepare regular reports on customer feedback, complaints, and service metrics.
  • Identify opportunities to enhance the overall customer experience and retention rate.

Requirements

  • Diploma/Degree in Business, Marketing, Communication, or related field.
  • Minimum 3 years of experience in customer service, preferably in e-commerce, retail, or online business.
  • Leadership experience in guiding a small team or remote staff is an advantage.
  • Strong problem-solving and communication skills.
  • Able to create and implement effective SOPs to improve workflow and efficiency.
  • Fluent in English and Bahasa Malaysia (Mandarin is a plus).
  • Positive attitude, strong responsibility, and able to work under minimal supervision.

What We Offer

  • Competitive salary with performance-based review.
  • Opportunity to build and lead your own customer service team.
  • Supportive management and dynamic working environment.
  • Career growth in a fast-expanding local brand.
  • 5.5-day work week (Monday to Saturday noon).

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