Customer Service

PERSOL; Johor Bahru; On-site; MYR 36,000 - 58,000; Full time

Job summary

PERSOL in Malaysia is hiring for a customer service role to handle queries across phone, email, social media and live chat. The candidate will log interactions into CRM, assist in processing spare part orders, and generate weekly and monthly service reports.

The role requires a customer-focused mindset, strong communication and Excel skills, and the ability to liaise with internal teams to drive resolutions. On-site position based in Johor Bahru.

Qualifications

• Experience in Call Centre, Banking or Customer Service environment is an advantage.
• Positive CAN-DO attitude and passion to deliver quality customer service.
• Excellent phone etiquette, comprehension, communication, and interpersonal skills.
• Proficient in Microsoft Excel, Word and PowerPoint.
• SAP experience will be an advantage.

Responsibilities

• Handle and resolve all customer queries via phone, email, social media and live chats effectively and promptly.
• Follow up with internal parties for resolutions.
• Upscale query trends and recurring service issues to team lead/manager and implement corrective action.
• Log all customer service interactions into CRM accurately and timely.
• Assist in processing and invoicing Local and Export spare part orders.
• Prepare and generate weekly customer service reports, and weekly/monthly BU and HOD reports.
• Spare parts inventory management.
• Perform other assigned duties and/or project work.

Skills

Customer service

Communication

Interpersonal skills

Phone etiquette

MS Excel

MS Word

PowerPoint

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

• Handle and resolve all customer queries received via phone, email, social media platform and live chats effectively and promptly.
• Follow up closely with internal parties for resolutions.
• Proactively upscale query trends, potential issues and recurring service failures to team lead/ manager and ensure that appropriate corrective action is implemented to avoid future problems.
• All customer service request and any follow-up interaction is logged into CRM accurately and timely.
• Assist in processing and invoicing Local and Export spare part orders.
• Preparation and generation of weekly customer service report, weekly and monthly report to BU and HOD.
• Spare parts inventory management.
• Perform other assigned duties and/or project work

Requirement:

• Experience in Call Centre, Banking or Customer Service (calls and correspondents) environment will be an advantage.
• Possess a positive mind-set with a “CAN-DO” attitude, and passion to deliver quality customer service.
• Possess excellent phone etiquette, comprehension, communication, and interpersonal skills.
• Proficient in Microsoft Excel, Word and PowerPoint.
• Experience in SAP will be an advantage.
• On-the-job training will be provide to ensure proficiency in role requirements.