Senior Customer Service Executive

Job Purpose

To manage customer enquiries, orders, complaints and delivery coordination efficiently while ensuring accurate documentation and a high level of customer satisfaction.

Key Responsibilities

• Handle customer interactions professionally through telephone, email, instant messaging and walk-in enquiries.
• Respond promptly to enquiries regarding products, pricing, stock availability, deliveries and complaints.
• Identify customer needs and recommend appropriate solutions to maintain customer satisfaction.
• Conduct customer verification according to approved transaction and credit limits.
• Investigate customer complaints, complete the Customer Complaint Form and submit Credit Note applications when required.
• Follow up on complaints and ensure issues are resolved within the specified timeframe.
• Process customer orders, application forms and other requests accurately and efficiently.
• Prepare pick lists, Delivery Orders and invoices promptly.
• Monitor backorders and coordinate delivery arrangements with customers and internal departments.
• Liaise with branches, Purchasing and Warehouse teams to confirm stock availability and arrange stock transfers.
• Prepare stock adjustment forms and obtain the necessary approvals for transfers, conversions or cannibalisation.
• Coordinate the collection of tools and returned goods from customers.
• Maintain accurate records of customer enquiries, interactions, feedback, complaints and transactions.
• Coordinate with relevant departments to resolve customer enquiries and operational issues.
• Prepare weekly and monthly reports using Microsoft Power BI.
• Create promotional pricing in the CRM system.
• Perform other duties assigned by the immediate superior.

Requirements

• Diploma or equivalent qualification.
• Proficiency in Microsoft Excel and Word; experience with ERP and CRM systems is an advantage.
• Experience using Microsoft Power BI is preferred.
• Strong attention to detail and accuracy.
• Good communication, interpersonal and problem-solving skills.
• Adaptable, responsive and able to work collaboratively across departments.
• Proficiency in English and Bahasa Malaysia; Chinese is an added advantage.

Pay: RM4,500.00 - RM6,500.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Work Location: In person