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