Customer Service

Klang - Malaysia

Monthly Salary: Not Disclosed

Posted on: 16 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Overview:

Responsible for handling customer service requests coordinating service resources monitoring service quality and managing customer satisfaction for the Malaysia subsidiary. The role serves as a key communication bridge between customers dealers and internal service teams to ensure timely compliant and high-quality service delivery.

Key Responsibilities:

1. Customer Service Handling & Response

Receive and manage local customer equipment repair and service requests.
Verify customer and equipment information accurately record service incidents and requests.
Create service orders promptly and coordinate with technical service personnel for on-site support.
Handle other customer service inquiries in accordance with service standards.
Clearly communicate response and feedback timelines to customers.

2. Customer Follow-up & Satisfaction Management

Develop customer follow-up lists based on customer value equipment type and service history including:
3 months after new equipment purchase; Annual follow-ups; Postmajor breakdown care
Proactively understand equipment operating conditions and collect customer feedback and potential needs.
Promote value-added services and complete customer satisfaction surveys. Ensure customer follow-up completion rate of 95%.
After service order closure and dealer submission approval conduct follow-up via phone or APP to confirm: Issue resolution status Service attitude and timeliness; Reasonableness of service charges
Accurately record customer satisfaction data.

3. Service Supervision & Issue Escalation

Monitor and verify major customer-reported issues (e.g. delayed response critical equipment failure).
Liaise with dealer service managers or directly coordinate with service engineers.
Identify root causes and required resources (technical support parts manpower).
Coordinate internal and external resources and set clear resolution timelines.
Escalate major issues to the Regional Service Director when required.
Provide timely feedback to customers upon issue resolution.
Document the full handling process outcomes and root cause analysis.
Monitor end-to-end service order processing and ensure service quality standards are met. Drive average fault resolution time to within 48 hours.

4. Information Collection & Reporting

Accurately document customer insights and follow-up information.
Maintain and update customer profiles and service records.
Collect current market data including:
Customer feedback; Equipment operation data; Market trends; Local policy or regulatory changes; Competitor activities
Provide structured input to HQ for service improvement product optimization and market strategy planning.

5. Cross-functional & Channel Coordination

Communication bridge between customers dealers and technical service teams.
Coordinate local dealers and parts teams to ensure smooth service execution.
Work closely with China HQ Customer Service Center and Aftermarket Service Department.
Participate in cross-department collaboration to resolve service-related issues efficiently.

6. Compliance & System Operations

Strictly comply with Malaysia local laws and regulations relating to data privacy communications and customer information handling.
Ensure compliant and secure use of customer data.
Proficiently use office software and quickly learn CRM service order and related business systems.
Complete required system tasks including call recordings service order documentation and report generation.
Support phased system upgrades and adopt tools such as call-center systems and AI knowledge bases to improve service efficiency.

Job Requirements

Diploma or Bachelors degree in Engineering Business Administration or a related field preferred.
2 years of experience in customer service after-sales service or service coordination roles.
Experience in machinery equipment automotive or industrial industries is an advantage.
Strong customer service and communication skills.
Good coordination and problem-solving abilities.
Ability to manage multiple service cases under time pressure.
Data-sensitive with strong documentation and reporting discipline.
Proficient in Microsoft Office; CRM or service system experience preferred.
Able to work effectively with dealers and cross-functional teams.

Location: Klang Selangor

Job Overview: Responsible for handling customer service requests coordinating service resources monitoring service quality and managing customer satisfaction for the Malaysia subsidiary. The role serves as a key communication bridge between customers dealers and internal service teams to ensure time...