Electronic Industries Customer Service Executive (Mandarin Speaker)

JOB REQUIREMENTS:

Excellent communication and writing skills in English and Bahasa Malaysia.

SPM leavers are encouraged to apply.

Able to work on rotational shifts.

Prior working experience in the call service industry will be an added advantage.

Good problem-solving skills and ability to perform in a high-paced working environment.

Age Group: 18-55 years old.

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 eShop 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, Contract
Contract length: 24 months

Pay: Up to RM3,200.00 per month

Language:

• Mandarin (Required)