Customer Experience Executive

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia N2N Connect Berhad Full time 40,000 - 80,000 per year

About the Role:

We are looking for a Customer Support Executive to join our IT Service Helpdesk team. In this role, you will serve as the primary contact for clients and brokers, providing professional assistance, resolving technical issues, and ensuring a seamless customer experience. The ideal candidate has strong communication skills, technical aptitude, and a customer-first mindset, with experience in the trading or IT industry.

Key Responsibilities

  • Act as the first point of contact for incoming calls, emails, and other correspondence, ensuring professional and timely responses.
  • Oversee the daily operations of the IT Service Helpdesk and Customer Service teams to maintain efficient and high-quality support.
  • Provide brokers with accurate information, resolve technical problems, and address service-related inquiries promptly.
  • Conduct regular system monitoring to identify potential defects, downtimes, or service interruptions.
  • Collaborate with internal teams to resolve client concerns and fulfill service requests effectively.
  • Log and track client service requests—such as account activations and deactivations—ensuring proper escalation and follow-up.
  • Maintain up-to-date knowledge of trading systems, financial markets, and industry practices.
  • Demonstrate proficiency in using trading platforms, CRM systems, data analytics tools, and other service technologies.
  • Communicate clearly and professionally with clients and internal stakeholders, both verbally and in writing.
  • Apply empathy and a customer-centric approach to understand and resolve client needs effectively.
  • Utilize strong analytical and problem-solving skills to troubleshoot and resolve issues efficiently.

Requirements

  • Diploma or Bachelor's degree in Information Technology, Computer Science, Business Administration, Finance, or a related discipline.
  • Minimum of 2 years' experience in the trading or IT industry.
  • Prior experience in customer service or technical support, particularly in client-facing roles, is highly preferred.
  • Able to multitask and perform effectively under pressure in fast-paced environments.
  • Excellent communication and interpersonal skills, with a strong team-oriented attitude.
  • Knowledge of the securities, trading, or financial services industry is an added advantage.
  • Strong organizational and time management skills with the ability to prioritize and resolve inquiries promptly.
  • Proficient in English; fluency in Bahasa Malaysia and Chinese is an advantage.

Job Type: Full-time

Pay: RM2, RM5,000.00 per month

Benefits:

  • Dental insurance
  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development
  • Vision insurance

Work Location: In person

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