Customer Care Specialist

JOB RESPONSIBILITIES

 

General:

• Deliver exceptional customer support to maintain world-class standards.
• Handle new service intervention and spare parts requests efficiently.
• Manage general customer inquiries and keep customer information up-to-date, recording daily activities.
• Monitor and oversee all customer requests until they are successfully resolved, ensuring the highest level of customer satisfaction.
• Measure customer satisfaction to continually improve service quality.

 

Customer Care Service:

• Respond to customer calls and accurately record their requests in SAP by creating service notifications.
• Coordinate Field Service Technicians' accommodation and logistics for Malaysia and the region.
• Act as the primary point of contact for customer services, managing scheduling with the team.
• Ensure all assigned tasks, including parts, field service, and technical service, are completed and measure customer satisfaction.
• Handle various types of invoicing tasks and collect NPS data for the region.
• Maintain and update customer databases in 4S / SAP.
• Consolidate FSTR, FST OT, occupancy, and absence hours, as well as order uniforms and toolboxes for BMA FSTs.
• Generate service quotations, orders, and invoices, adhering to special tariffs as needed.
• Manage payment collections (AR) and validate customer information accurately.
• Demonstrate empathy and act as a customer advocate, addressing customers' needs quickly and efficiently, encouraging call-backs if satisfaction is not fully achieved.
• Escalate unresolved issues to the designated superior within the company.
• Maintain regular communication with individuals and departments across the organization.
• Perform related duties as assigned to meet company goals and objectives.

 

CCS Part Order Fulfilment:

• Process order invoicing and handle AR responsibilities.
• Provide timely reports on various aspects of the fulfillment process.
• Follow up on quotations for non-purchased items in regular orders.
• Liaise with forwarding agents for parts clearance and scheduling deliveries to customers.
• Submit all necessary spare parts documents in a timely manner.
• Handle administrative tasks as required.

 

Office Administration:

• Assist with controlling the front desk reception area, welcoming visitors.
• Support marketing activities, arranging client events, and handling mailing for teams.
• Provide assistance to local and external service personnel, including manufacturers and other entities.
• Handle enquiries and quotations for buyers, resellers, and manufacturing sales.
• Answer phone calls and receive guests.
• Make hotel and travel arrangements, book transportation and handle visa applications.
• Manage mailing and courier services, as well as general filing.
• Provide IT assistance.
• Manage work permit arrangements for expats in Malaysia

 

JOB REQUIREMENT

• Good written and verbal communication skills in Malay, Chinese and English.
• Proficient in MS Office (SAP, 4S, Excel, Word, PowerPoint, Outlook).
• Possess good knowledge of customer service requirements.