Customer Service Advisor

LIXIL International; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Job summary

LIXIL International is seeking a Customers Service Advisor (Aftersales Technical Advisor) for Malaysia. The role focuses on delivering first-time resolutions across Retail, Commercial Projects, and Authorized Distribution Partners, with remote and on-site technical support to ensure customer satisfaction.

The successful candidate will analyze product complaints, maintain accurate logs, and coordinate with vendors for complex cases while adhering to SLAs and quality standards.

Qualifications

• 2–4 years of customer service or hands‑on experience in Technical Service, Field Engineering, or Equipment Troubleshooting within a fast‑paced environment.
• Experience interacting with retail consumers, main contractors, and commercial building maintenance teams.
• Engineering-related degree or technical discipline as stated in the qualifications.

Responsibilities

• End-to-End Case Resolution: follow SOPs to resolve tickets within SLA targets.
• Intake & Technical Analysis: collect data (photos, videos, chronology) to diagnose root causes.
• Remote Solution Architecture: provide step-by-step troubleshooting guides and remote diagnostics.
• Vendor Coordination: liaise with external service vendors for on-site visits when needed.
• On-Site Technical Support: conduct field visits or site inspections when required.
• Real-Time Data Integrity: document all service stages and communications in real-time in Salesforce.

Skills

Customer service experience

Technical troubleshooting

CRM tools Salesforce

Communication skills

Education

Higher Nitec / Diploma / Bachelor’s in Engineering

Tools

Salesforce

Microsoft Office

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

The Customers Service Advisor (Aftersales Technical Advisor) is responsible for the day-to-day execution of technical support across all localized service channels (Retail, Commercial Projects, and Authorized Distribution Partners) across both Singapore and Malaysia. The primary focus is to deliver exceptional first-time resolutions, accurately analyze product complaints, maintain precise digital logs, and provide remote and on-site technical support to ensure complete customer satisfaction.

Key Responsibilities / Duties & Responsibilities

Service Operations & Daily SLA Execution

• End-to-End Case Resolution: Execute standard operating procedures discipline for incoming ticket resolutions to meet strict SLA targets (Response & Resolution Time).
• Intake & Technical Analysis: Collect comprehensive technical data (photos, videos, chronology) from customers to diagnose root causes accurately.
• Remote Solution Architecture: Formulate step-by-step troubleshooting guidelines and provide remote diagnostic guidance/product education as the priority first step to optimize resolution speed.
• Vendor Coordination & Scheduling: Liaise and coordinate directly with authorized external service vendors to efficiently schedule and assign on-site service visits for complex cases.
• On-Site Technical Support: Conduct field visits or site inspections if required

Digital Discipline & Process Compliance

• Real-Time Data Integrity: Maintain 100% data accuracy by documenting all service stages, customer communications, and technical findings in real-time.
• Digital Tool Adoption: Actively utilize company digital service platforms, including Salesforce Desktop, Field Service Lightning App, and Partner Portals.
• Warranty Claim Management (SAP): Process, validate, and manage warranty claims directly within the digital platforms, ensuring accurate entitlement verification and data mapping for all resolved cases.

Technical Quality & Customer Interaction

• First-Time Fix Optimization: Guarantee that all individual technical interventions yield a permanent, complete fix to eliminate recurring complaints and minimize zero re-work.
• Customer Feedback Collection: Actively prompt and capture customer satisfaction (CSAT) scores and feedback immediately following a post-resolution task.
• Preventive Client Education: Provide clear, professional preventive education to retail consumers, contractors, and building management regarding proper product maintenance and usage.

Parts Alignment & Feedback Loop

• Spare Parts Deployment: Request, track, and mobilize the correct mandatory spare parts from the warehouse required for case completion.
• Technical Quality Reporting: Identify and flag recurring product failures or design defects, feeding accurate field details to the Technical Lead to assist with the R&D and Manufacturing feedback loop.

Key Performance Indicators (KPIs)

• Technical SLA Achievement: % of tickets resolved successfully within the standard timeline (On-time Resolution).
• Technical CSAT: Customer Satisfaction Score specific to technical capability and solution quality.
• First-Time Fix Rate / Zero Re-work: % of complaints permanently resolved in a single intervention.
• Data Accuracy & Log Compliance: 100% real-time updating and complete reporting of customer cases via Salesforce.

Job Qualifications and Requirements

Education:

Higher Nitec, Diploma or Bachelor’s degree in Engineering (Mechanical, Electrical, Civil, Industrial) or a related technical discipline.

Experience:

• Minimum of 2–4 years of customer service experience or hands‑on experience in Technical Service, Field Engineering, or Equipment Troubleshooting within a fast‑paced environment.
• Experience interacting with retail consumers, main contractors, and commercial building maintenance teams

Skills:

• Ontime (Service Completion): Strong analytical troubleshooting skills, proactive resource planning for parts, and high task ownership.
• Navigating (Customer Interactions): High emotional intelligence for problem‑solving, structured technical report writing, and clear, empathetic stakeholder education.
• Software Proficiency: Hands‑on experience or high proficiency in CRM tools (Salesforce) and Microsoft Office / Google Workspace.