About this role
Senior Executive, Customer Relations | Damansara Jaya, Selangor
Job Responsiblities
- Handle customer enquiries, feedback and complaints across omni‑channels including email, phone, social media, Google Reviews and walk‑ins
- Provide solutions and service recovery within approval limits
- Record and track cases in Omnichannel system
- Process refunds and compensation according to company policies
- Escalate complex cases and coordinate with internal departments (ie Operations, Finance, IT, Marketing, Legal & Compliance)
- Meet service level agreements (SLA), KPI and service quality standards
Job Requirements
- Degree in Business, Communications or a related field
- 2–4 years of experience in customer service or customer relations
- Strong written and verbal communication skills
- Ability to work under pressure and manage difficult customers effectively
- Proficiency in English is required; Bahasa Malaysia would be an added advantage