Customer Service Executive

Job Overview:

We are looking for a Customer Service Executive to handle first-level support for corporate and consumer products. 

This role involves managing phone and email communications in Mandarin, assisting with inquiries, resolving issues, and ensuring high customer satisfaction.

What Will You Do:

• Provide first-level support to customers via phone, email, and fax for corporate and consumer products.
• Handle inbound and outbound calls, including enquiries on products, sales, promotions, e-Shop purchases, deliveries, and warranty registration.
• Liaise with relevant Business Units to resolve service requests and escalate issues when needed.
• Filter and manage calls to determine the need for on-site engineers or transfer to appropriate departments (e.g., software, hardware, or sales).
• Dispatch engineers for hardware-related issues and ensure first contact resolution (FCR) wherever possible.
• Assist customers with basic product guidance, consumable orders, and training-related enquiries.
• Record, track, and update customer cases accurately in CRM and internal trackers.
• Ensure all customer follow-ups, service level agreements (SLAs), and escalations are managed in a timely and professional manner.
• Maintain a high level of customer satisfaction while adhering to company policies, processes, and product knowledge.
• Perform administrative tasks and any assignments as directed by immediate superiors or department heads.

What Makes You A Good Fit:

• Previous experience in customer facing roles is an advantage (preferably in a call center or tech support).
• Fresh Graduates are encouraged to apply.
• Excellent verbal and written communication skills in Mandarin.
• Strong multitasking abilities and attention to detail.
• Proficiency with CRM systems and Microsoft Office.
• Customer-centric with a positive, solution-oriented mindset.
• Knowledge of hardware/software troubleshooting is a plus.

What We Offer:

• Five working days per week with flexible shifts; night shifts are not required.
• KPI Allowance: RM200/month
• Sick leave and annual leave entitlement.
• 5 mins from Ara Damansara LRT station and a shopping mall.
• The office is located next to the housing area. Convenient for outstation candidates.
• Quarterly staff recognition and appreciation programs.
• Clear career progression: Customer Service Executive Senior Customer Service Executive Team Leader Senior Team Leader Assistant Manager Manager Senior Manager.
• Internal Job Program (IJP): Opportunity to transfer to preferred departments (e.g., Finance, Human Resources) after one year to take on new challenges.