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.
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