Customer Care Executive - 12 Months Contract (Engineering)

Hunters International Sdn Bhd; Petaling Jaya; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading technology solutions company seeks a Customer Care Executive for a 12-month contract in Petaling Jaya, Malaysia. Responsibilities include providing pre-sales and post-sales support, managing customer queries, and processing orders in the ERP system. Candidates should have a degree and 3-5 years of experience, preferably with multilingual skills and knowledge in SAP. Competitive compensation of RM 4,000 - RM 4,300 monthly is offered.

Qualifications

• 3 to 5 years of working experience preferred, Engineering degree is an advantage.
• Strong verbal and written communication skills are required.
• Ability to work under pressure and learn quickly.

Responsibilities

• Provide first-level support via telephone, email, and digital platforms.
• Process customer requests in the ERP system.
• Coordinate logistics and monitor order deliveries.

Skills

Multilingual capability

Advanced Excel skills

Strong communication skills

Problem-solving aptitude

Education

Degree in any specialization

Tools

ERP SAP SD module

Job description

Customer Care Executive - 12 Months Contract (Engineering)

Job Openings: Customer Care Executive - 12 Months Contract (Engineering)

About the job

About the company:

Our client is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. They strive to promote a global economy that is both ecologically viable and highly productive.

Job Purpose: Act as the entry point of contact and provide support to all customers in the assigned country. This will involve first interaction resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact.

Queries will include but are not limited to the following:

• Pre sales: Price and availability, order or delivery status, opportunity identification, knowledge management and etc
• Post sales: commercial product return and escalation of more technical queries, order management and modification, invoice, deliveries, and etc

Improve Customer Satisfaction by providing a high quality professional Primary Support to customers. Establish a strong and professional relationship with assigned accounts and contacts while assisting the relevant sales team to increase revenue and market share.

Job Responsibilities

• First level general support pre-sales and post-sales, telephone, email and digital platform to customers and partners
• Responsible for answering incoming telephone calls, live chat, e-mails, portal cases and prioritizing customers support needs
• Responsible to process Customer requests including order modification in ERP system
• Managing transactional orders backlog in ensuring timely deliveries as per customers' requested delivery dates
• Proactively liaise and coordinate with procurement and delivery team on logistic arrangement and close monitoring of customer order delivery
• Escalation management in liaising with Procurement, Logistics, Technical Support and order management team in resolving customers order and delivery complaints
• Support and resolve customer logistic product quality/returns and commercial issues
• Proactively follow up on all commitments and customer requests
• Strong collaboration with Marketing on new product launches
• Ongoing proactive research and learning about new products, technologies and applications
• Improve Customer Satisfaction by providing a high quality professional Primary Support to customers
• Lead transformation initiatives such as process simplification and improvement on Customer Support process
• Carry out other related tasks assigned in order to support the team and other departments to achieve company's objectives

Job Requirements

• Degree in any specialization with 3 to 5 years of working experience (advantage if Engineering degree)
• Multilingual capability is an advantage e.g. English, Malay, Chinese, various dialects, Korean, Japanese, Thai, Indonesian, Vietnamese.
• Knowledge in ERP SAP SD module and supply chain is highly preferred
• Advance or Intermediate Excel and data analytics skills
• Strong verbal and written communication skills are required
• Ability to multi task (logging queries and orders while speaking with customers);
• Ability to work under pressure, flexible and having the ability to learn quickly
• Passionate, self-motivated, results-driven professional
• Ability to work effectively in a team and independently
• Demonstrate aptitude for problem solving and a sense of urgency

Remuneration

RM 4,000 - RM 4,300