Senior Executive, Customer Relations

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