HAVI Hiring! Full Time Customer Service Executive in Selangor - Ricebowl

Job Description

• Manage daily customer service operations to achieve business objectives and customer expectations.

• Execute operational plans and support initiatives aligned with company strategies.

• Identify opportunities for process improvement, automation, and efficiency enhancement.

• Analyze operational data and performance trends to drive continuous improvement.

• Support cost management initiatives by identifying opportunities to optimize resources.

• Build strong relationships with customers and internal stakeholders through proactive communication.

• Provide guidance and support to team members on operational processes and customer handling.

• Support onboarding and coaching of new team members to ensure effective knowledge transfer.

• Identify operational risks and propose preventive actions to improve service reliability.

• Ensure compliance with company policies, SOPs, safety requirements, and customer requirements.

• Support change implementation by communicating updates and ensuring process adoption.

• Keep stakeholders informed on operational performance, challenges, and improvement progress.

• Promote a culture of accountability, teamwork, and continuous learning.

• Encourage open communication and sharing of ideas to improve team effectiveness.

• Demonstrate company values through professional conduct, integrity, and customer focus.

• Take ownership of assigned projects and improvement initiatives.

• Achieve performance targets while maintaining high standards of quality, compliance, and customer satisfaction.

Accountability

• Responsible for end-to-end order processing activities, ensuring accuracy, timeliness, and compliance with established SOPs.

• Monitor and manage customer enquiries, feedback, and complaints by providing timely responses, effective follow-up, and proper closure.

• Analyze operational issues and recommend solutions to improve service performance and customer satisfaction.

• Ensure customer service processes are executed according to agreed procedures, service levels, and business requirements.

• Track and report operational KPIs, identify trends, and support continuous improvement initiatives.

• Prepare operational reports and provide insights into management for decision-making.

• Coordinate with internal stakeholders to resolve operational challenges and ensure service commitments are met.

• Maintain effective communication with internal and external customers to build strong working relationships.

• Escalate critical issues, risks, and operational gaps to the manager with appropriate recommendations.

• Support the development and enhancement of SOPs, work instructions, and process improvements.

• Support team capability development by preparing training materials and sharing operational knowledge.

Experience

• 2 years professional experience in customer service and similar role.

Skills

• Good with Microsoft Office e.g. Word, Excel and Power Point.

• Good Communication Skills.

• Good working attitude, willing to learn and take on challenges.