Senior Executive / Executive, Customer Service

About us

Join PROTON Capital Sdn. Bhd., the newly established automotive financing company and help shape the future of mobility in Malaysia. You will be responsible for receiving customer consultations via telephone, WhatsApp, email, and online customer service platforms, and answering inquiries throughout the entire hire-purchase business process.

Key Job Responsibilities

• Omni-channel Customer Consultation and Service Acceptance - Responsible for receiving customer consultations via telephone, WhatsApp, email, and online customer service platforms (e.g., the company official website), and answering inquiries throughout the entire hire-purchase business process.
• Hire-purchase Business Processing - Including specific business handling and support such as pre-consultation, assisting customers with various business procedures, processing customer repayment and remittance, post-hire follow-up, and settlement services.
• Document and Data Management - Conduct verification of hire-purchase application documents, file document archiving, assist with procedures for customers applying for early repayment, early settlement or normal settlement, and handle document return, so as to ensure the full-process management of documents and data.
• Complaint Management and Dispute Resolution - Handle customer complaints, respond to customer demands and provide necessary support; in case of complaint escalation, fully cooperate with the customer dispute mediation or adjudication process.
• Internal Collaborative Support and Process Optimization - Collaborate with teams such as Sales & Marketing, Operation Approval and Asset Management, analyze the causes of customer complaints and grievances and resolve them, and put forward process optimization suggestions.
• Data Statistics and Analysis - Complete the statistics of customer service data and compilation of reports (e.g., consultation success rate, complaint rate, satisfaction degree, etc.), and continuously analyze and optimize customer service operations.

Job Requirements

• Diploma or above, finance, economics, management and other related majors are preferred.
• At least 3 years of operation and management experience in the financial industry, at least 2 years of customer service experience in Malaysia auto finance or bank hire purchase business, familiar with the whole process of hire purchase business is preferred.
• Good interpersonal and communication skills, with the ability to coordinate effectively with internal teams, dealers, and external stakeholders.
• Detail-oriented, well-organized, and able to manage multiple tasks while maintaining accuracy and timely follow-up.
• Language Proficiency: Proficiency in English and Bahasa Malaysia, with Mandarin being an added advantage.
• Proficient in using MS Office applications and online system, with basic digital tool operation ability.