Senior Customer Service Executive

Job Responsibilities

• Handle customer interactions via telephone, email, instant chat or in-person (including walk-in customers) in a professional and courteous manner.
• Respond promptly to customer inquiries related to products, pricing, delivery information and complaints.
• Identify and assess customer needs to ensure a high level of customer satisfaction.
• Perform customer verifications based on transaction and credit limits.
• Handle customer complaints by investigating issues, completing the Customer Complaint Form, and submitting Credit Note (CN) applications as necessary, follow up Customer complaints and ensure the issue is resolved within the specific time frame.
• Process customer orders, application forms, and various requests accurately and· efficiently.
• Prepare pick lists, delivery orders (DO), and invoices in a timely manner.
• Follow up on backorders and coordinate delivery arrangements.
• Liaise with branches, Purchasing, and Warehouse departments to check stock availability and arrange stock transfers to fulfill customer orders.
• Prepare and obtain approval for stock adjustment forms for transfers, conversion or· cannibalization purposes.
• Coordinate the collection of tools or returned goods from customers.
• Maintain accurate records of customer interactions, inquiries, feedback, and transactions.
• Communicate and coordinate with internal departments regarding customer enquiry and complaints.
• Prepare weekly and monthly reporting via Microsoft Power BI
• Create Promotion pricing via CRM system
• Perform any ad hoc assignments assigned by immediate superior.

Qualifications:

• Candidate must possess at least a Diploma qualification.
• Proficient in Microsoft Excel & Word. Experience using ERP system will be an added· advantage.
• High attention to detail with strong accuracy in task execution.
• Adaptable and responsive to management directions and operational changes.
• Pleasant personality with strong interpersonal skills and a collaborative attitude.
• Excellent verbal and written communication skills.

Job Types: Full-time, Permanent

Pay: RM4,500.00 - RM6,000.00 per month

Benefits:

• Additional leave
• Health insurance
• Opportunities for promotion
• Professional development

Experience:

• ERP systems: 2 years (Preferred)
• order coordination, customer enquiries and complaints: 3 years (Preferred)
• customer service : 2 years (Preferred)

Language:

• Mandarin (Preferred)

Work Location: In person