Customer Service

Job Title: Customer Service

Department: Sales & Customer Relations

Reports To: Customer Service Manager / Sales Manager

Location: Klang, Selangor

 

1. Job Purpose

To provide excellent customer service support by addressing customer inquiries, processing orders, and coordinating with internal departments to ensure prompt and accurate delivery of products and services. The role is key in enhancing customer satisfaction and maintaining long-term relationships with clients.

 

2. Key Responsibilities

·        Customer Support: Respond to customer inquiries via phone, email, or in-person in a timely and professional manner.

·        Order Processing: Handle order entries, confirmations, and updates in the system accurately.

·        Issue Resolution: Coordinate with production, logistics, and sales teams to resolve order-related issues.

·        Documentation: Maintain customer records, order logs, and communication details in CRM or tracking systems.

·        Product Knowledge: Stay informed about company products and services to provide accurate information.

·        Customer Feedback: Collect and document feedback to support continuous improvement efforts.

·        Follow-up: Ensure timely follow-ups on deliveries, complaints, or open issues until resolved.

·        Reporting: Generate routine reports related to customer service activities and performance.

 

3. Job Requirements

·        Education: Minimum SPM qualification. Relevant customer service experience will be considered in lieu of higher academic qualifications.

·        Experience: 1–3 years of experience in a customer service or client-facing role.

·        Skills: Strong communication, problem-solving, and organizational skills.

·        Tech Savvy: Proficient in Microsoft Office and CRM systems.

·        Language: Fluent in Bahasa Malaysia and English; Mandarin is an advantage.

·        Attributes: Friendly, proactive, patient, and customer-oriented personality.

 

4. Working Conditions

- Office-based environment with regular working hours

- May require occasional weekend support or overtime during peak periods

  • Regular interaction with internal departments and external customers


5. Performance Indicators

·        Response time to customer inquiries

·        Accuracy of order processing

·        Customer satisfaction ratings

·        Resolution time for complaints/issues

·        Follow-up completion rates