Job Description - Customer Service Executive

Location: Sepang

Working hours: 12 Hours shift work (8pm – 8am)

Shift pattern 2 on 2 off

Job Requirements & Key Responsibilities:

Directly handle customer inquiries and sales support requests for critical parts or orders during after-hours and weekend shifts via email, phone, or chat.
Process orders, quotes, and updates using CRM or ERP systems.
Assist sales team with documentation, follow-ups, and lead tracking.

2) Customer Communication:

Written and verbal communication in [English].
Professional and courteous in high-pressure situations.
Communicating with customers to clarify their needs, manage expectations, and provide updates on part availability and delivery.

3) Problem Solving:

Locating and sourcing necessary parts from various sources, including company inventory, OEMs, or other airlines, and ensuring timely delivery to the customer. Professional and courteous in high-pressure situations.
Identifying and resolving issues related to AOG requests, such as part availability and delivery challenges.

4) Documentation and Reporting:

Maintain accurate records of communication, part sourcing, delivery information, issues resolved and transactions processed.
Capable of troubleshooting customer issues or order problems independently.
Escalate complex issues to appropriate departments when necessary.
Provide shift handover reports to the day sales support team.

5) Availability & Flexibility:

Must be available to work during non-standard hours, including evenings, weekends, and holidays.
Ability to prioritize tasks, manage time effectively, and work independently & respond promptly to urgent sales-related requests outside normal business

Education:

Diploma Marketing, Communications, or a related field (preferred but not always required).

Experience:

Technical Skills:

Proficiency in Microsoft Office (Excel, Word, Outlook) and CRM tools (e.g., SAP, IFS).
Comfortable using remote work and communication tools (e.g., Zoom, Teams)..

Personal Attributes:

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Customer Service Executive

Job Description - Customer Service Executive