Position: Customer Service Executive (Electronic Industry)
Location: Menara Dana 13, Ara Damansara, Petaling Jaya
Salary: RM2000 - RM2200
Benefits:

• KPI allowance - up to RM200
• EPF SOCSO provided
• Training provided (1-month)
• Nearby with Public Transport

Working Days: 5 days, 2 days off
Working Hours:

• Monday - Friday (7:30AM - 6PM)
• Saturday - Sunday (8AM - 5PM)

Job Requirements:

• Excellent communication and writing skills in English and Bahasa Malaysia.
• SPM leavers are encouraged to apply.
• Able to work on rotational shifts.
• Good problem-solving skills and ability to perform in a high-paced working environment.

Job Description:
Inbound & Outbound Calls

• Liaise with the Business Unit on the status of service request
• Filter calls that do not need an engineer on-site and perform FCR
• Dispatch Engineer on-site for hardware-related issues
• Filter calls based on product and require different assistance such as software help and transfer to the department in charge
• Handle calls from Sales & Main Line
• Enquiries on Paper, Toner, Staples and others
• Handle Product, Sales & Promotion enquiries on Printers, Cameras, Scanners, Projectors and other products
• Enquiries on e Shop Web Portal online purchase and delivery matters
• Enquiries on indoor service repair status and related matters
• Enquiries on gift redemptions
• Enquiries on training-related matters
• Assisting customers to registering product warranties online
• Receive enquiries on consumable
• Process consumable orders
• Help customers with basic ‘how to’ guides
• Other administrative matters

Administrative task

• Any assignment as assigned by the immediate superior or HOD
• Assist Service Mailbox enquiries and replies
• Handle Inbound & Outbound Calls for the Main Line and Operator queue
• Handle Inbound & Outbound Calls for Dom BIS Sales Enquiries
• Send sales lead to the respective sales team
• Raise escalation for the relevant Business Unit for resolution
• Accurately record and update customers’ cases into CRM and trackers following appropriate processes
• Provide accurate and understandable information to all customers and support partners
• Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow-through in all cases
• Ensure all follow-ups are done on time
• Ensure all SLAs are met appropriately
• Maintain a high level of customer satisfaction whilst maintaining a professional manner
• Be familiar with all policy, processes, and product knowledge and escalation paths
• Remain polite, patient and courteous with customers throughout the experience
• Ensure the end-to-end experience for all customers is at a high level of customer satisfaction

Job Types: Full-time, Fresh graduate
Pay: RM2,000.00 - RM2,500.00 per month
Benefits:

• Maternity leave
• Opportunities for promotion
• Professional development

Schedule:

• Rotational shift

Supplemental Pay:

• Overtime pay
• Performance bonus

Application Question(s):

• Do you have SPM certificate?