Customer Service Executive

M-Link System (M) Sdn Bhd; Petaling Jaya; On-site; MYR 39,000 - 58,000; Full time

Job summary

M

The role requires 2–4 years in RMA or after-sales services, strong English and Bahasa Malaysia, and proficiency in MS Office and ERP/inventory systems. Mandarin is a plus; collaboration with Sales and internal teams is essential.

Qualifications

• Diploma or Degree in Business Administration, IT, Electronics, Logistics or a related field.
• 2–4 years of experience in RMA, warranty service, after-sales service, customer service or related role.
• Experience in IT hardware, consumer electronics or technology products is an advantage.
• Good understanding of warranty and RMA processes.
• Good communication and interpersonal skills.
• Able to communicate effectively with customers, suppliers and internal departments.
• Strong follow-up skills with good attention to detail.
• Able to manage multiple cases and meet service turnaround requirements.
• Proficient in Microsoft Office and comfortable with ERP or inventory management systems.
• Good command of English and Bahasa Malaysia; Mandarin is an added advantage.

Responsibilities

• Handle and coordinate Return Merchandise Authorization (RMA) and warranty claims from customers and channel partners.
• Receive, register and verify returned products, including checking condition, serial numbers, warranty status and supporting documents.
• Assess warranty claims according to applicable warranty terms and procedures.
• Coordinate product diagnosis, repair, replacement or other resolution with relevant service team or brand principal.
• Follow up on outstanding RMA cases and ensure timely resolution.
• Maintain accurate records of all RMA and warranty cases from receipt through to closure.
• Monitor RMA turnaround time and escalate delayed or exceptional cases to the relevant manager.
• Communicate with resellers, dealers and customers regarding warranty procedures and status.
• Provide updates on warranty claim status and handle enquiries/complaints.
• Coordinate with Sales and other internal teams to resolve issues.
• Liaise with brand principals, suppliers and authorised service centres on warranty claims, repair status and replacement arrangements.
• Submit warranty claims and required documents to suppliers or principals; follow up on approvals, replacements, credits and decisions.
• Ensure compliance with each brand's warranty and RMA procedures.
• Coordinate movement and tracking of RMA units between customers, warehouse, service centres and suppliers.
• Ensure returned units are labelled, recorded and stored; monitor inventory and pending repairs.
• Update ERP/system records and prepare reports on RMA volume and status.

Skills

Communication skills

Interpersonal skills

Follow-up skills

Multitasking

Customer focus

Education

Diploma or Degree in Business Administration, IT, Electronics, Logistics or related field

Tools

ERP system

Inventory management software

Microsoft Office

Job description

Handle and coordinate Return Merchandise Authorisation (RMA) and warranty claims from customers and channel partners.

Receive, register and verify returned products, including checking product condition, serial numbers, warranty status and supporting documents.

Assess warranty claims according to the applicable warranty terms and procedures.

Coordinate product diagnosis, repair, replacement or other appropriate resolution with the relevant service team or brand principal.

Follow up on outstanding RMA cases and ensure timely resolution.

Maintain accurate records of all RMA and warranty cases from receipt through to closure.

Monitor RMA turnaround time and escalate delayed or exceptional cases to the relevant manager.

Customer & Channel Support

Communicate with resellers, dealers and customers regarding warranty procedures, RMA status and expected resolution timelines.

Provide clear and professional updates on warranty claim status.

Handle customer enquiries and complaints relating to warranty and after-sales service.

Coordinate with Sales and other internal teams to resolve customer issues effectively.

Supplier & Brand Principal Coordination

Liaise with brand principals, suppliers and authorised service centres on warranty claims, repair status and replacement arrangements.

Submit warranty claims and required supporting documentation to suppliers or principals.

Follow up on pending approvals, replacement units, credit notes and warranty decisions.

Ensure compliance with each brand's warranty and RMA procedures.

Inventory & System Management

Coordinate the movement and tracking of RMA units between customers, warehouse, service centres and suppliers.

Ensure returned units are properly labelled, recorded and stored.

Monitor RMA inventory, pending repair units, replacement units and unclaimed products.

Update ERP/system records accurately and maintain proper documentation.

Prepare regular reports on RMA volume, turnaround time, pending cases and warranty status.

Job Requirements

Diploma or Degree in Business Administration, IT, Electronics, Logistics or a related field.

2–4 years of experience in RMA, warranty service, after-sales service, customer service or a related role.

Experience in IT hardware, consumer electronics or technology products will be an advantage.

Good understanding of warranty and RMA processes.

Good communication and interpersonal skills.

Able to communicate effectively with customers, suppliers and internal departments.

Strong follow-up skills with good attention to detail.

Able to manage multiple cases and meet service turnaround requirements.

Proficient in Microsoft Office and comfortable working with ERP or inventory management systems.

Good command of English and Bahasa Malaysia. Mandarin will be an added advantage.

Responsible, organised, customer-oriented and able to work independently.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Computer Software & Networking 101-1,000 employees

M-Link's Background:

Founded in 1989 by Ms. Jane Tay, M-Link began serving Malaysia’s growing IT sector. Incorporated in 1995 as M-Link System (M) Sdn Bhd (335133-T), the company has become a leading IT product distributor. With strong dealer support and a curated product range, M-Link stands out for distribution excellence. Trusted by top IT vendors, it partners with leading brands to deliver the latest solutions. Today, M-Link operates six strategic branches nationwide.

Our Commitment:

We always commit to be the best-in-class distribution company in Malaysia by offering end-to-end solutions at competitive pricing, fast delivery, sound technical support and excellent after sales service.

M-Link's Background:

Founded in 1989 by Ms. Jane Tay, M-Link began serving Malaysia’s growing IT sector. Incorporated in 1995 as M-Link System (M) Sdn Bhd (335133-T), the company has become a leading IT product distributor. With strong dealer support and a curated product range, M-Link stands out for distribution excellence. Trusted by top IT vendors, it partners with leading brands to deliver the latest solutions. Today, M-Link operates six strategic branches nationwide.

Our Commitment:

We always commit to be the best-in-class distribution company in Malaysia by offering end-to-end solutions at competitive pricing, fast delivery, sound technical support and excellent after sales service.

What can I earn as a Customer Service Executive