Overview
Senior Customer Care Executive Jobs in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia at EMAX Corporate
Title: Senior Customer Care Executive
Company: EMAX Corporate
Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Key Responsibilities:
Escalated Complaint Management
- Independently manage complex and high-risk customer complaints with professionalism and tact
- Apply strong negotiation and de-escalation techniques to achieve effective resolutions
- Collaborate closely with outlet PICs, operations, and management teams to resolve issues promptly
- Ensure all cases are handled within SLA timelines and properly documented to closure
Reputation Management
- Craft thoughtful and customised responses to negative Google reviews
- Investigate and resolve review-related concerns to protect brand image
- Proactively identify recurring service issues and highlight areas for improvement
Risk and Documentation
- Prepare clear and structured documentation for tribunal or legal review when required
- Assess potential legal or financial risks before proposing resolutions
- Maintain accurate, detailed, and up-to-date case records
Team Support
- Provide guidance and support to Junior Customer Care Executives
- Assist in onboarding and training of new team members
Requirements
- Diploma or Degree in any relevant field (e.g. Business, Communications, Hospitality or related disciplines)
- 2–4 years of experience in complaint handling, customer service, or CRM
- Proven track record in managing difficult or escalated customer situations
- Strong negotiation and conflict resolution skills
- High emotional intelligence with the ability to remain calm under pressure
- Good judgment in assessing risks before offering solutions
- Good command of English, Bahasa Malaysia and Mandarin.
