Role Overview The Customer Care Executive is responsible for delivering high-quality customer support and ensuring a positive customer experience across all touchpoints. This role focuses on resolving issues efficiently, supporting product and service usage, and maintaining strong customer relationships through effective communication and systematic follow-ups. Key Responsibilities 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, personalised, and solution-oriented customer experience. Build trust through friendly, empathetic, and professional communication. Identify recurring customer pain points and suggest improvements. Assist with customer education, onboarding guidance, FAQs, and product usage support. 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 organisation's brand values through professional and empathetic communication. Perform other duties as assigned by the Reporting Manager or Management from time to time. Requirements & Qualifications Diploma or Bachelor's Degree in Customer Service, Business, Communications, or a related field. Minimum 1-3 years of experience in customer service, call centre, or support-related roles. Excellent verbal and written communication skills in English and Bahasa Malaysia; Mandarin-speaking candidates are preferred. Strong problem-solving skills with a customer-centric mindset. Comfortable using CRM systems, ticketing platforms, and digital communication tools or software. Ability to remain calm, professional, and empathetic when handling difficult situations.
