Job Description

 Job Summary:

The Customer Experience Executive is responsible for delivering excellent customer service and ensuring high customer satisfaction for AVETA’s existing and potential customers. This role involves managing customer inquiries and complaints, coordinating with internal departments for resolution, and supporting continuous improvement initiatives that enhance the overall customer experience.

Key Responsibilities:

• Provide professional, courteous, and efficient service to all customers through multiple communication channels (phone, email, social media, and walk-in).
• Receive, log, and acknowledge customer complaints accurately and promptly.
• Investigate and resolve customer issues by coordinating with relevant departments such as Technical, Quality, Sales, and Warranty.
• Ensure timely and accurate updates are provided to customers throughout the complaint resolution process.
• Track and follow up on all open cases to ensure closure within the agreed service level timeline.
• Prepare periodic reports on customer feedback, service performance, and recurring issues for management review.
• Support and execute special or ad-hoc projects assigned by management to improve the customer experience journey.
• Maintain a positive brand image by handling all customer interactions with empathy, professionalism, and patience.

Job Requirements

  Requirements:

• Diploma or Bachelor’s Degree in Business Administration, Customer Service, Marketing, or a related field.
• Minimum 2–3 years of working experience in customer service, complaint handling, or after-sales, preferably in the automotive or motorcycle industry.
• Excellent communication skills in Bahasa Malaysia and English (spoken and written).
• Strong analytical, problem-solving, and negotiation abilities.
• Professional and calm under pressure with strong attention to detail and organisational skills.
• Customer-focused mindset with a continuous improvement attitude.
• Proficient in Microsoft Office and customer management systems.

CORE COMPETENCIES:

• Customer Orientation: Demonstrates empathy and commitment to resolving customer issues effectively.
• Communication Skills: Excellent verbal and written communication in both Bahasa Malaysia and English.
• Problem Solving & Decision Making: Identifies root causes and recommends effective solutions quickly.
• Team Collaboration: Works effectively with cross-functional departments to ensure customer satisfaction.
• Time Management: Manages multiple cases and priorities efficiently under pressure.
• Attention to Detail: Ensures accuracy and completeness in all customer documentation and reports.
• Adaptability: Handles changing customer needs and company priorities with a positive attitude.
• Professionalism: Maintains composure and integrity in all customer interactions.

Skills