Customer Service Assistant

OTC Cosmetic Industries Sdn Bhd; Malaysia; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading cosmetics manufacturer based in Malaysia is seeking a customer service representative to manage customer inquiries, orders, and feedback. You will be responsible for ensuring customer satisfaction while collaborating with various departments. Ideal candidates will have strong communication skills, a high school diploma in management or related fields, and proficiency in Mandarin. The position offers training opportunities and incentives tied to performance.

Benefits

Monthly & yearly KPI incentive

Training and development opportunities

EPF/SOCSO/PCB benefits

Qualifications

• Proficient in Mandarin for customer communication.
• Prior experience in factory customer service preferred.
• Ability to coordinate with departments to achieve common goals.

Responsibilities

• Answer customer calls and handle inquiries and complaints timely.
• Assist customers in processing and tracking orders.
• Maintain customer relationships and enhance satisfaction.
• Collaborate with departments for market research and feedback.

Skills

Strong communication skills

Service orientation

Teamwork spirit

Emotional management skills

Computer operation and word processing

Education

High school diploma or above; major in management or related fields

Tools

Office software

Customer service systems

Job description

Education

High school diploma or above; major in management or related fields.

Basic Abilities

Team building: Advocate for teamwork and personal subordination to the team.

Service orientation: Recognize emotions and respond with humility.

Execution of plans: Efficiently accomplish tasks according to set goals.

Responsibilities

Answer customer calls and handle customer inquiries and complaints through various channels such as phone calls and emails, providing timely responses and professional solutions.

Assist customers in processing and tracking orders, ensuring accurate and timely order information and providing customers with order status and shipping information.

Track customer order progress, coordinate with production, logistics, and other departments to ensure orders are delivered on time.

Record customer feedback and complaints, provide timely feedback to relevant departments, and track progress to ensure timely resolution of issues.

Maintain customer relationships, establish good communication and trust with customers, and enhance customer satisfaction and loyalty.

Participate in customer service-related training and learning to continuously improve professional knowledge and service levels.

Accurately record and track customer service data according to company regulations and processes, and provide relevant reports and analysis.

Collaborate with other departments to conduct market research and customer satisfaction surveys, collect customer feedback and suggestions, and provide improvement directions for the company.

Assist in handling customer complaints and disputes, find solutions, and handle them properly to maintain the company's reputation and interests.

Complete other tasks assigned by superiors.

Work Schedule

5 Working Days

Incentives & Development

Monthly & yearly KPI incentive

Training and development: The company firmly believes that talent training is an important measure to achieve corporate strategic goals, and helps the company strive to improve the training system and talent development model to guide employees' career growth. Training includes:

New employee induction training; Key employee training plan and execution.

Opportunity for participating in lean management professional training taught by lean management experts from top children's cosmetics enterprises from China every month.

Middle and senior management training and other forms of learning and promotion opportunities.

Good personal career development platform.

Benefits

EPF/SOCSO/PCB

Job Requirements

High school diploma or above; major in management or related fields.

Strong communication skills and service awareness, proficient in Mandarin and written language for customer communication.

Prior experience in factory customer service or related fields is preferred.

Teamwork spirit, ability to effectively coordinate with other departments to achieve common goals.

Proficient in computer operation and word processing, skilled in using office software and customer service systems.

Good emotional management skills and patience, able to maintain a good working state in the face of pressure and challenges.

Good learning ability and initiative to continuously improve professional knowledge and service skills.