Customer Service Assistant

About the Company: BWYS Group, offering a range of high-quality products including scaffolding assembly, metal roofing & multi-truss, total storage solutions, and steel pipes & plates. Our products adhere to strict international quality standards, and we take pride in our innovative designs, ensuring compliance with regulatory standards, safety, strength, and durability. We serve various industries efficiently, from construction to logistics, with precision-engineered products. About the Job: We are seeking a Customer Service Assistant to join our team at BW Scaffold Sdn. Bhd., located in Banting and a part of the BWYS Group. As a Customer Service Assistant, you will play a crucial role in supporting our Customer Service Manager with sales order processes, handle customer inquiry and delivery arrangement. Responsibilities: - Proactively communicating with customers via telephone, email, and/or regular mail. - Processing sales orders, preparing, and distributing various sales reports. - Managing customer profiles and database records. - Resolving major problems with orders, delivery dates, or service. - Attending to all customer quality issues. - Responding to customer requests and questions regarding service, products, and account information. - Supporting daily incoming inquiries from customers and arranging sample orders. - Following up on the status of samples sent and preparing quotations when necessary. - Following up on quotations that have been sent to secure orders. - Ensuring on-time delivery of goods to customers. - Liaising with appropriate departments to resolve issues brought up by customers. - Supporting the Sales Department in the preparation and submission of customer/potential requests for quotations (RFQ). - Acting as back-end support for the Sales Department by providing all necessary sales assistance. - Responsible for all inquiries and feedback received from customers and responding within a 24-hour timeline. - Planning and implementing a continuous customer satisfaction improvement program. - Scheduling regular customer visits and establishing a standard measurement for customer surveys, customer visits, and other feedback to assess customers' perceptions. - Supporting the Sales Department with market information, market share, and customer profiles to create new customers and develop the existing market to improve sales revenue for the company. - Collecting customer feedback and transforming it into operational data for the enhancement of meeting total customer satisfaction. - The Customer Service Assistant shall, at all times, observe and faithfully carry out the duties and responsibilities assigned by the superior or above. - Tasks specified in the Quality Management System. Qualifications & Skills: - A bachelor's degree/diploma/professional qualifications in Business Studies/Marketing/Social Sciences or equivalent. - A minimum of 1 year in customer service or sales and marketing in a manufacturing environment (preferably in a steel assembly company). - Mature, composed, and possessing strong analytical and problem-solving skills. - Friendly demeanor and leadership capabilities. - Willingness to meet and attend to all customer issues with the ability to handle customer objections and challenges. - Enthusiastic, challenge-driven, and demonstrating strong client interface and teamwork. A good command of English, both spoken and written.