Job Details
Full Time
(HQ) SHAH ALAM
CUSTOMER EXPERIENCE
DIPLOMA IN ANY DISCIPLINE
About the role?
Join our customer experience team to handle and resolve customer complaints effectively.
Key Responsibilities
- Receive and record customer complaints through WhatsApp, hotline, social media, email, CRM, or in person
- Respond to customers and give updates on complaint progress
- Keep customers informed until the issue is resolved
- Sort complaints by urgency and severity
- Work with other departments to find the cause and solve the problem
- Follow up until the complaint is fully resolved
- Escalate complex cases to the Complaint Executive with full details
- Make sure complaints are resolved within SLA timelines (e.g. 24 hours to 14 days)
- Record all complaint details and actions taken in the system
- Share daily updates on unresolved issues and trends
- Follow up with customers to confirm satisfaction after resolution
- Suggest and monitor solutions that follow company policies
- Ensure all complaints are handled professionally and resolved properly
Requirements
- Diploma in any discipline
- Minimum 1 years of experience in customer service, complaint resolution, or a related CX role
- Proven experience in handling escalated customer complaints and resolving complex issues
- Familiarity with CRM systems (e.g., Orendesk) and complaint-tracking tools (Excel)
- Experience in documenting complaints and generating reports