Job Description

Join Goodnite as Our Next Customer Service Executive cum VOC

For over 30 years, Goodnite Group has been a trusted name in the bedding and home furnishing industry — with more than 30 outlets, 8 retail stores, and hundreds of nationwide dealers. As we continue to expand locally and internationally, we’re strengthening our Customer Service team to uphold our commitment to exceptional customer satisfaction and brand trust.

We’re looking for a Customer Service Executive cum VOC who is passionate about people, detail-oriented, and driven to ensure every customer’s voice is heard and every feedback turns into an opportunity for improvement.

Key Responsibilities

• Handle customer feedback, inquiries, and complaints promptly and professionally through the company’s VOC (Voice of Customer) system.
• Conduct product inspections at customer premises according to company policy and service standards.
• Validate complaints and coordinate corrective actions with the Quality Assurance (QA) department.
• Follow up with customers after service or inspection to ensure satisfactory resolution.
• Assist in preparing reports, quotations, and documentation such as Sales Orders (SO) and Goods Returned Notes (GRN) in SQL.
• Collaborate with internal departments (QA, Sales, Costing, Operations) to resolve cases efficiently and maintain smooth communication.
• Assist in calculating repair charges (standard or non-standard) with relevant departments.
• Prepare inspection summaries and analysis reports for management review.
• Meet KPI targets set by the Head of Department and contribute to continuous service improvement.
• Perform any ad hoc tasks or projects assigned by the HOD.

Job Requirements

•  Diploma or Degree in Customer Service, Business Administration, Quality Management, or related field.
• 1–2 years of working experience in customer service, after-sales, or QA-related functions. (Fresh graduates are welcome to apply)
• Strong communication skills in English and Bahasa Malaysia; Mandarin proficiency is an added advantage.
• Proficient in Microsoft Office and SQL system.
• Good analytical thinking, with the ability to validate feedback and propose effective solutions.
• Customer-focused, proactive, and willing to travel for site inspections when required.
• Positive attitude, team-oriented, and able to work under minimal supervision.

Skills