Service Advisor

About the role

Steelbro (M) sdn bhd is seeking a Service Advisor to join our growing customer service team based in Port Klang, Selangor. This is a full-time position that plays a crucial role in delivering exceptional customer experiences and maintaining long-term client relationships. As Senior Service Advisor, you will be at the forefront of our customer-facing operations, responsible for providing expert guidance, resolving complex customer inquiries, and ensuring satisfaction across our client base. This position is integral to our business success, bridging the gap between our customers and internal teams whilst upholding our commitment to service excellence.

Key responsibilities

1. Manage and respond to customer inquiries via telephone, email, and other communication channels with professionalism and efficiency
2. Provide technical advice and product knowledge to customers, addressing their concerns and guiding them towards appropriate solutions
3. Process service requests and coordinate with internal departments to ensure timely resolution and customer satisfaction
4. Maintain detailed records of customer interactions and service history to enable continuity of service and informed decision-making
5. Identify and escalate complex or sensitive issues to management whilst maintaining customer rapport
6. Build and nurture strong customer relationships to enhance loyalty and encourage repeat business
7. Mentor and support junior service team members, providing guidance and sharing best practices
8. Follow up with customers post-service delivery to ensure satisfaction and identify opportunities for improvement
9. Contribute to the development and refinement of service procedures and quality standards
10. Meet and exceed service level agreements and performance targets consistently

What we're looking for

1. Proven experience in a customer service or service advisor role, preferably in a technical or industrial environment
2. Strong communication skills with the ability to explain complex information clearly to diverse audiences
3. Excellent problem-solving abilities and a customer-centric approach to resolving issues
4. Proficiency in computer systems and customer relationship management (CRM) software
5. Demonstrated ability to work under pressure whilst maintaining service quality and composure
6. Strong organisational skills with the ability to manage multiple inquiries simultaneously
7. Knowledge of Steelbro products or similar industrial equipment is advantageous
8. Fluency in English and Bahasa Malaysia (both written and spoken) is essential
9. Proven track record of mentoring team members and contributing to team development
10. Professional certification in customer service or relevant qualification would be beneficial

What we offer

At Steelbro (M) sdn bhd, we are committed to supporting the professional growth and personal wellbeing of our employees. We offer a competitive remuneration package commensurate with experience and qualifications. Our benefits include opportunities for continuous learning and professional development to enhance your skills and career prospects. We foster a collaborative and supportive work environment where your contributions are valued and recognised. We are committed to maintaining a healthy work-life balance and provide a stable, secure employment opportunity with a company that prioritises employee welfare and satisfaction.

About us

Steelbro (M) sdn bhd is a leading provider of innovative industrial solutions and equipment. Our company is dedicated to delivering high-quality products and exceptional customer service to clients across various sectors. We pride ourselves on our commitment to excellence, continuous improvement, and customer satisfaction. With a strong reputation in the industry, we maintain a culture of professionalism, integrity, and teamwork. Our mission is to be a trusted partner for our customers, providing reliable solutions that enhance their operational efficiency and success.

Apply now

If you are a dedicated professional with a passion for customer service and possess the skills outlined above, we would like to hear from you. Please submit your CV and a cover letter detailing your relevant experience and why you are interested in this opportunity. We look forward to receiving your application.