Customer Service Executive

Responsibilities: - Handle customer inquiries, complaints, and refund requests via phone, WhatsApp, and email. - Provide prompt, professional, and courteous customer support. - Accurately record and update customer information in the company's in-house system. - Resolve customer issues or escalate complex cases to the appropriate department. - Process refund requests in accordance with company policies and procedures. - Follow up on pending cases and keep customers informed of their case status. - Maintain accurate customer records and ensure a high level of customer satisfaction. - Review daily vending machine service records submitted by service technicians and reconcile them with the company's in-house system. - Identify and report any discrepancies or exceptions to the Account Manager for investigation and follow-up. - Monitor the progress of reported cases, maintain accurate records, and ensure all cases are resolved in a timely manner. - Escalate overdue or unresolved cases to management if the Account Manager does not take the necessary follow-up actions within the required timeframe. - Perform other customer service and administrative duties as assigned. Requirements: - Minimum SPM/O-Level, Diploma, or equivalent qualification. - At least 1 year of customer service or administrative experience is preferred. Fresh graduates with a positive attitude are encouraged to apply. - Good communication and interpersonal skills. - Basic computer literacy and proficiency in Microsoft Office and customer service systems. - Strong problem-solving skills with the ability to handle customer complaints professionally. - Responsible, detail-oriented, and able to manage multiple tasks in a fast-paced environment. - Able to work independently as well as collaboratively in a team. - Proactive, committed, and willing to follow through on cases until resolution. - Experience in vending machine operations, retail, or FMCG customer service is an added advantage.