Executive, Customer Relations

Job Description

You will play an important role in:

• Assist with membership related issues, resolving complaints, and processing transactions
• Manage complaints, determining the cause of the problem, provide appropriate solutions alternatives within the timeline, expediting critical and recurring issues, follow up to ensure resolution
• Identify and assess customers needs to maximise their satisfaction
• Investigate and manage cases with accurate, valid and complete information by using the right methods/ tools while resolving or escalating membership and payment issues
• Provide information on membership fees, policies, processes, benefits, products, and services in response to customers enquiries
• Recommend and cross-selling products and services to members and potential members
• Actively engage with customers to meet personal/ team KPI and service level
• Prepare product or service reports by collecting and analysing customer data
• Documenting all inquiries and maintaining accurate membership records
• Perform any other duties as assigned

To be successful in this role, you will need to have:

• Possess at least Diploma/ Degree in mass communication or equivalent
• Preferably 2-3 years of relevant work experiences in customer service and loyalty program
• Excellent writing and verbal communication skills in English and Bahasa Malaysia
• Ability to understand, read & write in Mandarin will be an added advantage
• Customer orientation and ability to adapt/ respond to different types of personalities
• Proven customer support experience or experience as a client service representative is an added advantage
• Ability to multi-task, prioritize and manage time effectively
• Possess cheerful and pleasant personality
• Proactive problem-solver and possess analytical mind set

How this career will benefit you:

• Normal office working hours
• Five days work week
• Medical
• Insurance
• Dental & Optical
• Movie tickets
• Career progression