customer experience executive.

We are looking for a dedicated and resilient Customer Experience Executive to join our client's inbound contact centre team on a 12-month contract. Situated in the heart of Kuala Lumpur, you will serve as the frontline voice of our client, ensuring their policyholders receive top-tier support.

Your key responsibilities will include:

• Customer Support: Providing timely, professional, and empathetic responses to inbound customer calls and emails.
• Problem Solving: Striving for first-contact resolution (FCR) whenever possible, while escalating highly complex issues to the relevant departments in a timely manner.
• Case Management: Following up on customer cases closely to ensure Service Level Agreements (SLAs) are met.
• Administration: Documenting all customer interactions accurately in the CRM system according to standard operating procedures (SOPs).
• Compliance: Ensuring strict adherence to company policies, the customer service charter, and industry regulatory standards.
• Team Collaboration: Providing constructive feedback on process improvements and fostering a positive, team-oriented call centre environment.

the requirements

• Minimum SPM, Diploma, or Degree in any field.
• 1 to 2 years of experience in Customer Service or a Call Centre environment (candidates with General Insurance or Financial Industry backgrounds are highly preferred). Fresh graduates with excellent communication skills are strongly encouraged to apply!
• Fluent in both English and Bahasa Malaysia (excellent spoken and written proficiency to effectively support the local market).
• Highly customer-centric. You must be polite, patient, and a natural problem-solver.
• Ability to handle complaints smoothly, de-escalate tensions, and maintain strict professionalism during stressful calls.
• A strong team player who communicates well with peers and management.
• Able to commute daily and work 100% onsite at our client's corporate office in Kuala Lumpur.