Customer Service Executive

ManpowerGroup; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading outsourcing provider in Malaysia is seeking a Customer Service Executive to be the first point of contact for customers. The role involves providing support via phone, email, and other channels, ensuring timely follow-ups and maintaining high customer satisfaction. The ideal candidate will possess strong communication skills, experience in customer service, and a courteous, customer-focused attitude. Join a team that values professionalism and efficiency, contributing to an exceptional customer experience.

Qualifications

• Strong communication skills with the ability to handle customer inquiries across multiple channels.
• Experience in customer service, technical support, or related fields preferred.
• Willingness to learn product knowledge, policies, and procedures.

Responsibilities

• Provide first-level support for corporate and consumer products via inbound and outbound calls.
• Handle inquiries, resolve issues, and ensure a seamless customer experience.
• Ensure timely follow-ups and maintain a high level of customer satisfaction.

Skills

Strong communication skills

Customer service experience

Familiarity with CRM systems

Problem-solving skills

Multitasking ability

Job description

About the Client

Our client is a leading provider of business process outsourcing and customer experience solutions. With a strong presence in Malaysia, the client supports global organizations by delivering high-quality customer service, technical support, and administrative solutions. The company is committed to excellence, efficiency, and ensuring customer satisfaction across diverse industries.

Job Responsibilities

As a Customer Service Executive, you will be the first point of contact for customers, providing support across phone, email, fax, and other communication channels. You will handle inquiries, resolve issues, and ensure a seamless customer experience.

• Provide first-level support for corporate and consumer products via inbound and outbound calls.
• Liaise with business units on service request status and elevate issues when necessary.
• Filter and resolve calls that do not require on-site engineer support, ensuring first-call resolution (FCR).
• Dispatch engineers for hardware-related issues and redirect software-related queries to the appropriate department.
• Handle inquiries related to consumables (paper, toner, staples), product promotions, and online purchases via the eShop portal.
• Assist customers with product warranty registration, service repair status, gift redemptions, and training-related matters.
• Process consumable orders and provide basic “how-to” guidance to customers.
• Manage administrative tasks and assignments as directed by supervisors.
• Respond to service mailbox inquiries and maintain accurate case records in CRM systems.
• Send qualified sales leads to the respective sales teams and support sales-related inquiries.
• Ensure timely follow-ups, adherence to SLAs, and maintain a high level of customer satisfaction.
• Remain polite, patient, and professional in all customer interactions while following company policies and escalation paths.

Job Requirements

• Strong communication skills with the ability to handle customer inquiries across multiple channels.
• Experience in customer service, technical support, or related fields preferred.
• Familiarity with CRM systems, escalation processes, and service desk operations.
• Ability to multitask, prioritize, and meet service-level agreements (SLAs).
• Professional, courteous, and customer-focused attitude with strong problem-solving skills.
• Willingness to learn product knowledge, policies, and procedures to deliver accurate support.