Customer Service Executive

Responsibilities

• Handle customer inquiries, complaints, and refund requests via phone, WhatsApp, and email.
• Provide prompt, professional, and courteous customer support.
• Accurately record and update customer information in the company's in-house system.
• Resolve customer issues or escalate complex cases to the appropriate department.
• Process refund requests in accordance with company policies and procedures.
• Follow up on pending cases and keep customers informed of their case status.
• Maintain accurate customer records and ensure a high level of customer satisfaction.
• Review daily vending machine service records submitted by service technicians and reconcile them with the company's in-house system.
• Identify and report any discrepancies or exceptions to the Account Manager for investigation and follow-up.
• Monitor the progress of reported cases, maintain accurate records, and ensure all cases are resolved in a timely manner.
• Escalate overdue or unresolved cases to management if the Account Manager does not take the necessary follow-up actions within the required timeframe.
• Perform other customer service and administrative duties as assigned.

Requirements

• Minimum SPM/O-Level, Diploma, or equivalent qualification.
• At least 1 year of customer service or administrative experience is preferred. Fresh graduates with a positive attitude are encouraged to apply.
• Good communication and interpersonal skills.
• Basic computer literacy and proficiency in Microsoft Office and customer service systems.
• Strong problem-solving skills with the ability to handle customer complaints professionally.
• Responsible, detail-oriented, and able to manage multiple tasks in a fast-paced environment.
• Able to work independently as well as collaboratively in a team.
• Proactive, committed, and willing to follow through on cases until resolution.
• Experience in vending machine operations, retail, or FMCG customer service is an added advantage.

Why Join Us

• Supportive and collaborative working environment.
• Opportunities for career growth and development.
• On-the-job training provided.
• Competitive salary and employee benefits.