Executive (Customer Care)

Role Purpose

Management and administration of the Customer Management System (CMS); Management of the i-PjH Defect Management System (Mobile App and Web Portal); Coordination and management of key collection exercises; Planning and implementation of the PjH Customer Satisfaction Index (CSI) Survey; Coordination of stakeholder engagement and strategic initiatives; and Management and administration of MSC Cybercentre operations.

Main Accountabilities

1. Manage customer enquiries and complaints received via email, telephone, and walk-in channels through the Customer Management System (CMS), ensuring cases are assigned, tracked, and resolved efficiently and systematically.
2. Administer and manage the i-PjH system to monitor and track key operational processes, including:

• Issuance of QR codes and activation codes to purchasers for i-PjH account activation prior to key collection.
• Management of key collection appointments during the Handing Over of Vacant Possession (HOVP) process.
• Tracking and monitoring of defect submissions and their resolution status.

1. Coordinate and manage the key collection exercise, including the procurement of HOVP kits and welcome gifts, as well as conducting customer briefings on the HOVP process and the use of the i-PjH system.
2. Coordinate the appointment of the Customer Satisfaction Index (CSI) consultant and facilitate the annual Customer Feedback Forum (ACFF) to gather customer insights and drive continuous service improvement.
3. Plan and execute strategic engagement initiatives for internal and external stakeholders to strengthen relationships, enhance collaboration, and support organisational objectives.
5. Support the Cyber Centre Manager (CCM) certification process by coordinating compliance activities and documentation in accordance with the MSC Cybercentre Performance Standard Annual Compliance Audit requirements set by MDEC.

Requirements

Qualification:

Degree in Communication or equivalent.

Experience:

1. Knowledge of Customer Service Principles & Practices.
2. Knowledge of administrative procedures.
3. Numeric, Oral and Written language application.
4. Product Knowledge.