Customer Service Executive

Role Purpose

The Customer Service Executive is responsible for delivering exceptional customer support across all customer touchpoints, ensuring every interaction reflects the brand’s commitment to innovation, quality, and premium customer experience. The role serves as the first point of contact for customer enquiries, product support, order-related issues, warranty claims, and after-sales service requests.

Key Responsibilities

1. Customer Support & Enquiry Management

·       Respond to customer enquiries through phone, email, live chat, social media, and other communication channels in a timely and professional manner.

·       Provide accurate information on the products, features, troubleshooting, warranty policies, promotions, and services.

·       Resolve customer issues efficiently while ensuring a positive customer experience.

·       Escalate complex cases to the relevant teams when required and follow through until resolution.

2. Order & After-Sales Support

·       Support customers with order enquiries, delivery tracking, returns, exchanges, and payment-related matters.

·       Coordinate warranty claims, repair requests, and service appointments with authorised service centres and internal stakeholders.

·       Follow up on service cases and keep customers informed of progress and resolutions.

·       Ensure all after-sales processes are handled in accordance with company policies and service standards.

3. Customer Experience & Service Recovery

·       Handle customer complaints professionally and effectively, aiming to achieve first-contact resolution whenever possible.

·       Identify customer concerns and provide appropriate solutions while maintaining a positive brand image.

·       Support service recovery efforts and ensure customer issues are resolved promptly and satisfactorily.

·       Gather customer feedback and highlight recurring issues or improvement opportunities.

4. Administration & Case Management

·            Accurately document customer interactions, enquiries, and case details in the CRM system.

·            Maintain customer records and ensure all information is updated and complete.

·            Process service-related documentation, warranty claims, and administrative tasks accurately.

·            Support reporting and tracking of customer service activities and performance metrics.

5. Cross-Functional Collaboration

·            Work closely with Retail, Logistics, Service Centres, Technical Support, E-commerce, and Commercial teams to resolve customer issues.

·            Support product launches, campaigns, and operational initiatives by providing customer service insights and feedback.

·            Assist in identifying process improvements that enhance operational efficiency and customer satisfaction.

·     Diploma or Degree in Business Administration, Communications, Customer Service, Marketing, or a related field.

·     Minimum 1–3 years of experience in customer service, contact centre, retail operations, hospitality, or a related customer-facing role.

·     Experience in within the luxury, lifestyle brands, electronics, premium consumer brand, and retail industry is an advantage.

·     Excellent verbal and written communication skills in English and Bahasa Malaysia; additional languages are an advantage.