Customer Service Executive

Key Responsibilities

RMA & Warranty Management

• Handle and coordinate Return Merchandise Authorisation (RMA) and warranty claims from customers and channel partners.
• Receive, register and verify returned products, including checking product condition, serial numbers, warranty status and supporting documents.
• Assess warranty claims according to the applicable warranty terms and procedures.
• Coordinate product diagnosis, repair, replacement or other appropriate resolution with the relevant service team or brand principal.
• Follow up on outstanding RMA cases and ensure timely resolution.
• Maintain accurate records of all RMA and warranty cases from receipt through to closure.
• Monitor RMA turnaround time and escalate delayed or exceptional cases to the relevant manager.

Customer & Channel Support

• Communicate with resellers, dealers and customers regarding warranty procedures, RMA status and expected resolution timelines.
• Provide clear and professional updates on warranty claim status.
• Handle customer enquiries and complaints relating to warranty and after-sales service.
• Coordinate with Sales and other internal teams to resolve customer issues effectively.

Supplier & Brand Principal Coordination

• Liaise with brand principals, suppliers and authorised service centres on warranty claims, repair status and replacement arrangements.
• Submit warranty claims and required supporting documentation to suppliers or principals.
• Follow up on pending approvals, replacement units, credit notes and warranty decisions.
• Ensure compliance with each brand's warranty and RMA procedures.

Inventory & System Management

• Coordinate the movement and tracking of RMA units between customers, warehouse, service centres and suppliers.
• Ensure returned units are properly labelled, recorded and stored.
• Monitor RMA inventory, pending repair units, replacement units and unclaimed products.
• Update ERP/system records accurately and maintain proper documentation.
• Prepare regular reports on RMA volume, turnaround time, pending cases and warranty status.

Job Requirements

• Diploma or Degree in Business Administration, IT, Electronics, Logistics or a related field.
• 2–4 years of experience in RMA, warranty service, after-sales service, customer service or a related role.
• Experience in IT hardware, consumer electronics or technology products will be an advantage.
• Good understanding of warranty and RMA processes.
• Good communication and interpersonal skills.
• Able to communicate effectively with customers, suppliers and internal departments.
• Strong follow-up skills with good attention to detail.
• Able to manage multiple cases and meet service turnaround requirements.
• Proficient in Microsoft Office and comfortable working with ERP or inventory management systems.
• Good command of English and Bahasa Malaysia. Mandarin will be an added advantage.
• Responsible, organised, customer-oriented and able to work independently.