• Executive Customer Care Resolution Owner (English and Vietnamese Language Support)

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    Job Description
    The Responsibilities of the Role:
    • Represent the client professionally in all communications with customers, whether through phone, email, chat, walk-ins, or social media, ensuring clarity, professionalism, and a positive experience.
    • Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs.
    • Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations.
    • Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.
    • Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company’s online presence and reputation.
    • Ensure customer claims and complaints are handled fairly and resolved within agreed timelines.
    • Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction.
    • Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making.
    • Lead or contribute to ad hoc customer experience (CX)-related projects as assigned by management, driving initiatives that improve the overall customer experience.


    Skill Requirements:
    • Degree, Diploma, or an equivalent professional qualification.
    • A high degree of integrity and professionalism with leadership traits.
    • Dynamic, highly motivated, and result oriented team player with good interpersonal skills.
    • Ability to work in a challenging environment with good initiative and able to work independently.
    • Ability to manage multiple customer communication channels and resolve issues promptly.
    • Proficient in both spoken and written English and Vietnamese language.


    The Package :
    • Attractive Salary (RM3,800 – RM4,500).
    • Housing Allowance (RM500).
    • Performance related bonus for confirmed staff.
    • Annual Leave 15 days.
    • Medical Leave 14 days.
    • Medical and hospitalization coverage.


    Experience Required :
    • Entry Level


    Location :
    • Kuala Lumpur, WP, Malaysia.


    Employment Type :
    • Full Time.