Customer Service Representative

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Communication, Customer Service, Event Management, or related field.
• Fresh graduates are encouraged to apply.
• Previous experience in customer service, telemarketing, client servicing, or event industry is an added advantage.

• Strong communication and interpersonal skills.
• Good customer service and telephone communication skills.
• Customer-oriented mindset with strong problem-solving abilities.
• Good organizational and multitasking skills.
• Able to work independently and collaboratively within a team.
• Positive attitude, proactive, and willing to learn.
• Good data recording and reporting capabilities.
• Familiar with Microsoft Office, CRM systems, and digital platforms.
• Familiarity with AI tools such as ChatGPT or workflow automation systems is an added advantage.
• Strong adaptability towards digital transformation and technology adoption.

Key Responsibilities

• Manage and maintain positive relationships with company customers and clients.
• Ensure all customer inquiries, requests, and concerns are handled professionally and promptly.
• Build strong long-term rapport with customers to enhance client retention and satisfaction.
• Act as one of the key contact people for customer communication and follow-up activities.
• Ensure high-quality customer experience and service standards are consistently maintained.

• Contact existing and previous customers to introduce and pitch new events, activations, campaigns, and company services.
• Conduct regular customer follow-up calls and engagement activities.
• Assist in generating new business opportunities through customer relationship management.
• Arrange meetings, appointments, or discussions with potential and returning clients.
• Support the sales and project teams in maintaining strong client engagement.

• Record and update customer information, communication records, and project details into the company CRM/system.
• Maintain organized, accurate, and up-to-date customer databases.
• Ensure all customer interactions and follow-up statuses are properly documented.
• Prepare customer engagement records and tracking reports for management review.

• Capture, collect, and compile customer feedback after project or event completion.
• Conduct customer satisfaction follow-up when required.
• Identify customer concerns, improvement areas, and service enhancement opportunities.
• Prepare feedback reports and recommendations for management and internal teams.
• Work closely with internal departments to improve overall customer experience and service quality.

• Utilize AI tools and digital technologies to improve work productivity, customer communication, and reporting efficiency.
• Use AI-assisted tools for drafting customer follow-ups, preparing reports, analyzing feedback, and improving workflow processes.
• Continuously explore innovative ways to enhance customer engagement through technology and AI solutions.
• Support company digital transformation initiatives and adoption of AI-driven work culture.
• Ensure responsible and confidential use of AI tools according to company policies and guidelines.

• Prepare weekly and monthly customer engagement reports.
• Coordinate closely with project, operations, marketing, and business development teams regarding customer requirements and updates.
• Assist management in monitoring customer satisfaction and engagement performance.
• Participate in meetings, training sessions, and company initiatives when required.
• Annual Leave
• EPF
• SOCSO
• EIS