Customer Service Assistant

BERJAYA CKE; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A customer service company in Kuala Lumpur is seeking a skilled individual to manage service appointments, maintain accurate records, and assist with customer communications. The ideal candidate should possess a diploma or equivalent and have 3-5 years of relevant experience, excellent communication skills in both Bahasa Malaysia and English, and proficiency in Mandarin is an added advantage. This role demands strong problem-solving abilities and proficiency in Microsoft Office and CRM systems.

Qualifications

• 3-5 years of customer service experience.
• Good command of Bahasa Malaysia and English.
• Mandarin proficiency is a plus.

Responsibilities

• Schedule service appointments and technician visits.
• Maintain records of customer interactions and warranty claims.
• Assist customer service teams with backend processes.

Skills

Customer Service

Communication skills

Problem-solving

Microsoft Office

Time management

Interpersonal skills

Education

Diploma or Certificate in Business, Administration, Communication

Tools

Basic CRM systems (Caction, ERP)

Job description

What you'll be doing:

Coordination & Scheduling

Schedule service appointments, technician visits, or follow-ups.
Liaise between customers, field service teams, and technical support.
Track service orders and ensure timely completion.

Documentation & Record Keeping

Maintain accurate records of customer interactions, warranties, service requests, and repairs.
Process and file warranty claims, returns, and refund requests.
Ensure compliance with company policies and legal regulations.

Customer Communication Support

Generate service reports, confirmation emails, and follow-up messages.
Assist customer service teams with backend processes.
Handle administrative aspects of customer complaints or escalations.

Billing & Invoicing Support

Verify service charges, warranty coverage, and out-of-pocket costs.
Process invoices for repairs, installations, or extended services.
Work with the finance department on payment reconciliations.

Data Analysis & Reporting

Track key metrics (e.g., service turnaround time, repeat complaints).
Prepare reports for management on after-sales performance.
Identify trends (e.g., frequent product issues) for quality improvement.

What we're looking for

Qualification and Experience:

Possessed a Diploma, Certificate in Business, Administration, Communication or equivalent qualification.
3-5 years of excellent Customer Service and Communication skills.
Good command of Bahasa Malaysia and English (spoken & written).
Mandarin proficiency is an added advantage (for roles serving Mandarin-speaking customers).
Strong communication and interpersonal skills.
Able to remain calm, patient, and professional when handling complaints or difficult customers.
Good problem-solving skills with attention to detail.
Able to multitask and manage time effectively.
Computer literate — Microsoft Office (Word, Excel) and basic CRM systems (Caction, ERP etc.).

Personal Attributes:

Positive attitude, polite, and customer-focused.
Team player with an eagerness to learn.
Responsible, disciplined, and able to work with minimal supervision.
Ability to work in a fast-paced, target-driven environment.
Ability to manage multiple tasks, meet deadlines, and maintain records.
Enthusiastic, organized, and detail-oriented.

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