Customer Excellence Executive
On-siteShah Alam, Selangor, Malaysia
Job Summary
Maintain meaningful engagement with customers through regular inquiries, account reviews, and achieving customer satisfaction. Demonstrate a strong partnership by ensuring service and solutions align with customer needs, identifying specific challenges, and driving first contact resolution. Escalate and follow up on unresolved issues with relevant departments as a liaison until cases are closed. Ensure all customer data, feedback, and interaction logs are updated accurately in the system, while categorizing feedback to identify sentiments and areas for improvement. Support customer growth, retention, and pricing to contribute to loyalty and revenue. Assist in ad-hoc functions as required. This role involves normal working hours and permanent employment within a matrix environment, requiring bilingual communication in Bahasa Malaysia and English.
Required Qualifications
- Basic experience in Customer Service/Customer Relations/Call Center or Telemarketing
- Bachelor's degree in Communication, Public Relations or related fields
- Strong communication and interpersonal skills (written, oral and effectively bilingual-Bahasa Malaysia & English)
- Maintain a positive, empathetic and professional attitude towards customer
- Possess initiative and the ability to work independently with minimum supervision
- Ability to work in a matrix environment and able to handle pressure without letting it distract from the quality of work
- Passionate at work and takes pride in what he/she does with pleasant personality
- Good working knowledge in Genesys or related Customer Relationship Management system, Google Workspaces & MS Office (Word, Excel, PowerPoint)
- Normal working hours
- Permanent employment
Desired Qualifications
- Excellent customer service via phone & negotiation skills
- Versatility to build rapport with people at all levels
- Multi-lingual in both verbal and written English and Bahasa Malaysia, able to converse in decent clear communication
- Ability to converse in other local dialects will be an added advantage
- Good sense of humour and passionate about work and takes pride in what he/she does
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