Customer Service Assistant

Malaysian Hoya Lens Sdn. Bhd.; Penang; On-site; MYR 24,000 - 36,000; Full time

Benefits offered by this job

Medical

Dental

Parking

Vision Insurance

Meal Subsidy

Flexible Working Hours

Job summary

Malaysian Hoya Lens Sdn. Bhd. in Penang is seeking a Customer Service Assistant to handle inquiries, process orders, and support branch operations. You will communicate with customers, account holders, and local sales teams, maintaining acustomer-centric approach and ensuring follow-up on requests.

The role emphasizes professional interaction, accurate information sharing, and collaboration with various internal teams to resolve issues efficiently.

Qualifications

• Minimum SPM, High School Diploma, or equivalent qualification.
• Diploma in Business Administration, Customer Service, or a related field will be an added advantage.
• Minimum 1 year of experience in customer service, sales support, administration, branch operations, or a related role.

Responsibilities

• Attend to customer inquiries, order status requests, service concerns, and general support needs.
• Communicate professionally with customers, account holders, and local sales teams.
• Maintain a positive, empathetic, and customer-centric attitude in all interactions.
• Provide accurate information and ensure customers receive proper follow-up.
• Support customer order processing, documentation, service requests, and branch-level follow-up.
• Coordinate with Customer Service, Order Entry, Claims & Return, Cut and Edge, Lab, Supply Chain, Finance, and Sales when required.
• Ensure information shared with central teams is complete and accurate.
• Track pending matters and follow through until resolution.
• Acknowledge customer complaints professionally and record relevant details.
• Escalate complaints, delays, claims, and unresolved issues to the appropriate parties.
• Follow up on actions promised to customers.
• Record customer feedback and improvement opportunities.
• Support branch documentation, filing, record updates, and customer-related paperwork.
• Assist in receiving, checking, or dispatching customer-related documents or items where applicable.
• Maintain proper communication records and service logs.
• Apply company procedures and service standards consistently.
• Support branch customers with the same level of care, speed, and professionalism as the central customer service team.
• Identify recurring customer concerns and share feedback for improvement.
• Undertake any other duties and responsibilities as may be reasonably assigned by the superior.

Skills

Customer service

Communication

CRM experience

Microsoft Office

Education

Minimum SPM

Diploma in Business Administration (advantage)

Tools

Salesforce

Service Cloud

VO system

Job description

Attend to customer inquiries, order status requests, service concerns, and general support needs.

Communicate professionally with customers, account holders, and local sales teams.

Maintain a positive, empathetic, and customer-centric attitude in all interactions.

Provide accurate information and ensure customers receive proper follow-up.

Support customer order processing, documentation, service requests, and branch-level follow-up.

Coordinate with Customer Service, Order Entry, Claims & Return, Cut and Edge, Lab, Supply Chain, Finance, and Sales when required.

Ensure information shared with central teams is complete and accurate.

Track pending matters and follow through until resolution.

Acknowledge customer complaints professionally and record relevant details.

Escalate complaints, delays, claims, and unresolved issues to the appropriate parties.

Follow up on actions promised to customers.

Record customer feedback and improvement opportunities.

Support branch documentation, filing, record updates, and customer-related paperwork.

Assist in receiving, checking, or dispatching customer-related documents or items where applicable.

Maintain proper communication records and service logs.

Apply company procedures and service standards consistently.

Support branch customers with the same level of care, speed, and professionalism as the central customer service team.

Identify recurring customer concerns and share feedback for improvement.

Undertake any other duties and responsibilities as may be reasonably assigned by the superior.

Requirements

Minimum SPM, High School Diploma, or equivalent qualification.

Diploma in Business Administration, Customer Service, or a related field will be an added advantage.

Minimum 1 year of experience in customer service, sales support, administration, branch operations, or a related role.

Optical industry experience will be an added advantage.

Customer-centric service mindset with strong communication and active listening skills.

Good problem-solving, teamwork, coordination, and interpersonal skills.

Positive attitude, professionalism, integrity, and confidentiality.

Good attention to detail, accuracy, follow-up discipline, and time management skills.

Adaptable, proactive, and able to work independently.

Knowledge of Microsoft Office, especially Outlook, Word, and Excel.

Familiar with order processing, CRM, Service Cloud, Salesforce, VO, or related systems where applicable.

Able to communicate effectively with customers and internal teams.

Working Hours:

Monday to Friday: 9.00AM - 6.00PM

Alternate Saturdays: 9.00AM - 1.00PM

Since its establishment in 1941, HOYA has continued to grow around the core business of leading optical technologies. In today’s changing global economy, HOYA is using its unique strengths in technology and management to respond quickly to changes in the business climate and achieve sustained growth.

HOYA Electronics Malaysia Sdn Bhd is a member of the HOYA Group. Located in Kulim Hi-Tech Park, it is a world-leading manufacturer of LSI (Large Scale Integrated) substrates and FPD (Flat Panel Display) large mask blanks.

HOEM VISION, MISSION AND CORE VALUES

Our Vision is to be a reputable manufacturer dedicated to customer satisfaction

Our Mission is to delight our customers by providing quality products and services timely at

optimal cost

Strategic Objectives

Supply highly reliable productsIncrease cost competitivenessIncrease employee engagement

HOEM Core Values

Integrity

We will protect the interest and reputation of the CompanyWe are open, honest, and fair in all our dealings with customers, colleagues, suppliers and shareholders

Customer Focus

We understand our customers’ requirements and are prepared for their future needsWe seek new and improved ways to delight our customers

Ownership

We accept responsibility and take initiative to excel in our work, improve our systems and capability

Teamwork

We work cooperatively to achieve our common business goals

Harmony

We show respect and kindness to one another

Since its establishment in 1941, HOYA has continued to grow around the core business of leading optical technologies. In today’s changing global economy, HOYA is using its unique strengths in technology and management to respond quickly to changes in the business climate and achieve sustained growth.

HOYA Electronics Malaysia Sdn Bhd is a member of the HOYA Group. Located in Kulim Hi-Tech Park, it is a world-leading manufacturer of LSI (Large Scale Integrated) substrates and FPD (Flat Panel Display) large mask blanks.

HOEM VISION, MISSION AND CORE VALUES

Our Vision is to be a reputable manufacturer dedicated to customer satisfaction

Our Mission is to delight our customers by providing quality products and services timely at

optimal cost

Strategic Objectives

Supply highly reliable productsIncrease cost competitivenessIncrease employee engagement

HOEM Core Values

Integrity

We will protect the interest and reputation of the CompanyWe are open, honest, and fair in all our dealings with customers, colleagues, suppliers and shareholders

Customer Focus

We understand our customers’ requirements and are prepared for their future needsWe seek new and improved ways to delight our customers

Ownership

We accept responsibility and take initiative to excel in our work, improve our systems and capability

Teamwork

We work cooperatively to achieve our common business goals

Harmony

We show respect and kindness to one another

Perks and benefits

• Medical
• Dental
• Parking
• Vision Insurance
• Meal Subsidy
• Flexible Working Hours

What can I earn as a Customer Service Assistant