Customer Service Representative

Ecolab; Selangor; On-site; MYR 20,000 - 100,000; Full time

Job summary

A multinational water, hygiene and energy company is looking for a Customer Service Agent based in Malaysia. This role is primarily focused on supporting customers in Australia and New Zealand, assisting with order management, complaint resolution, and providing excellent customer service. Ideal candidates should possess a diploma, have at least 6 months of customer service experience, and are skilled in communication and time management. This position requires a proactive individual who can thrive in a fast-paced environment.

Qualifications

• 6 months of Customer Service experience.
• Strong oral and written communication skills in English.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Provide support across multiple divisions for order management.
• Manage a daily volume of 20–50 inbound calls.
• Resolve customer issues relating to ordering in a timely manner.
• Participate in continuous improvement efforts.

Skills

Communication skills

Customer service

Time management

Problem solving

Education

Diploma in any field

Tools

Microsoft Office

Enterprise systems

Telecommunications platforms

Job description

Job Description

Ecolab is seeking a Customer Service Agent to support customers across multiple divisions mainly in Australia and New Z E. The work is to support our customers and field associates in relation to order management, including but not limited to order entry, backorder management, complaint resolution, and sending documents on request. We also expect the person to contribute to continuous improvement of our customer experience and processes.

Main Responsibilities

• Responds to both internal and external customers while maintaining good customer relations.
• Process entry of sales order into the ERP system adhering to high quality standards.
• Ensure customer issues relating to ordering get resolved in time, including but not limited to delivery or pricing discrepancies & backorder situations.
• Work with all internal stakeholders to resolve problems related to the order processing cycle and ensure all customer notes are maintained.
• Perform general customer service related administrative duties such as providing copies of invoices, technical information sheets, and SDS etc.
• Promptly communicate messages received from customers to the sales and field personnel.
• Manages a daily volume of 20–50 inbound calls.
• Complies with all company and departmental policies, procedures, and guidelines.
• Achieves individual performance goals through effective time management.
• Participate in continuous improvement efforts.
• Provide support in coaching and onboarding new employees.
• Performs project duties as directed to support operational objectives.

Position Details

The hours for this role will be set as below:

• 3.00AM - 11.30AM (NZ – Daylight savings Sept-Apr)
• 4.00AM - 12.30PM (NZ)
• 6.00AM - 2.30PM (AU - Daylight savings Oct-Apr)
• 7.00AM - 3.30PM (AU)

The role follows public holidays of Australia / New Z E.

Minimum Qualifications

• Diploma in any field.
• 6 months of Customer Service experience

Preferred Qualifications

• Familiarity with enterprise systems and telecommunications platforms is an added advantage.
• Strong oral and written communication skills, high proficiency in the English language.
• Ability to work independently in a multi-division, fast paced environment.
• Experience with Microsoft Office software (Excel, Word, PowerPoint, OneNote and Outlook).