Malaysia Job Openings

Agensi Pekerjaan Skillset Sdn. Bhd.

Customer Service Executive (English Speaker)

FULL TIME

October 18, 2024

Position: Customer Service Executive -Electronic Industry
Location: Menara Dana 13, Ara Damansara, Petaling Jaya
Salary: Basic Salary RM 2,200
Benefits:
  • KPI allowance - RM200
  • EPF SOCSO
  • Training provided (1-month)
  • Nearby with Public Transport
  • Overtime If required
Working Days: Monday to Sunday (5 days a week, rotational)
Working Hours:
  • Monday - Friday (7.30 AM - 6.00 PM)
  • Saturday - Sunday (8.00 AM - 5.00 PM)
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 in a timely manner
  • 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: RM2,200.00 - 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?
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