Job Summary:
We are looking for a highly motivated and customer-focused Senior Customer Service Executive to oversee and enhance our customer service operations. This role involves managing customer inquiries, resolving complaints, coordinating with internal teams, and ensuring customer satisfaction. The ideal candidate should possess strong communication skills, problem-solving abilities, and experience in handling customer relationships in a manufacturing environment.
Key Responsibilities:
- Manage and respond to customer inquiries via phone, email, and in-person in a timely and professional manner.
- Handle and resolve customer complaints efficiently while maintaining a positive customer experience.
- Process orders, quotations, and customer requests while ensuring accuracy and timely delivery.
- Coordinate with internal departments such as sales, production, and logistics to fulfill customer requirements.
- Monitor customer accounts, track orders, and provide updates to clients as needed.
- Maintain and update customer records, contracts, and service agreements.
- Identify opportunities to improve customer service processes and contribute to the enhancement of customer experience.
- Provide guidance and training to junior customer service team members.
- Prepare reports on customer feedback, service performance, and operational efficiency.
- Ensure compliance with company policies and industry regulations related to customer service.
- Ensure adherence to ISO 9001:2015 quality management system requirements for customer service processes.
- Maintain proper documentation and records in accordance with ISO 9001:2015 standards.
- Support internal and external audits related to customer service operations and quality compliance.
- Work closely with the quality assurance team to address and resolve customer complaints in alignment with ISO standards.
Requirements:
- Diploma / Degree in Business Administration, Customer Service, or a related field OR minimum 5 years of experience in a customer service role, preferably in a manufacturing industry.
- Excellent communication and interpersonal skills with a strong customer-oriented mindset.
- Ability to handle challenging customer situations with professionalism and empathy.
- Strong organizational skills with attention to detail and accuracy.
- Proficiency in Microsoft Office
- Ability to work independently and as part of a team in a fast-paced environment.
- Multilingual abilities (English, Malay, Mandarin) will be an added advantage.
- Knowledge of ISO 9001:2015 quality management system requirements is preferred.
Salary & Benefits:
- Competitive salary package based on experience (RM4,000-RM6,000)
- EPF, SOCSO, EIS, and other statutory contributions.
- Annual leave, medical benefits, and performance incentives.
- Career growth opportunities within the company.
✅ Hostel accommodation provided
✅ Company transportation provided
✅ Applicants from other states are welcome to apply
- EPF, SOCSO, EIS, and other statutory contributions.
- Annual leave, medical benefits, and performance incentives.
- Career growth opportunities within the company.
