Customer Service Representative - Malaysia

MEIA Group; Puchong; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading company in Malaysia seeks a Customer Service Representative to enhance client relations and streamline order processing. Candidates should possess strong communication and technical understanding, with experience in a support role. The position entails maintaining client satisfaction through efficient order management and collaboration with various teams.

Qualifications

• Experience in discussing technical machine details.
• Ability to work under tight deadlines.
• Well-developed computer skills.

Responsibilities

• Process orders and field emails from clients.
• Communicate order statuses and maintain accurate records.
• Participate in daily meetings and manage customer interactions.

Skills

Communication

Attention to detail

Interpersonal skills

Technical understanding

Time management

Education

Experience in technical sales support

Tools

CRM software

Job description

Customer Service Representative - Malaysia

The customer service representative is the interface between our organization and our clients. This person is responsible for processing orders and customer service related tasks as required by the supervisor

Your purpose is to minimize the friction between clients and production — making dealing with our company effortless for client

Key Duties

Process orders

Triage Central Inbox

Order ETA communications and tracking to customer

Order acknowledgment to customer

In all cases, your objective is to process these ‘cases’ as rapidly and as accurately as is possible.

Your case cycle times are minimized

Your work is error free

All client contacts are recorded — in real time — in CRM

Your relationships with other team members are productive and free from conflict

You ensure open communication with senior management and your team via phone and email.

Are punctual arriving at work and for all scheduled meetings.

You engage in no behavior that is damaging to — or in competition with — our company policies.

Metrics

Key performance indicator:

Case cycle-time (relative to optimal range)

Primary responsibilities

The greater proportion of your time will be spent:

Fielding emails from clients and processing these orders.

Triage Central Inbox

In addition to the above you will also be required to:

Participate in short daily WIP meetings.

Create and close cases in CRM or appropriate EPR solution.

Generate case or order acknowledgement.

Internal (direct) relationshipsand hand-offs

Inside sales will route customer-service orders and quotes to you for processing.

Inside sales will own and manage any opportunities escalated to them by Customer Service.

Field Schedulers & Technical Services Schedulers

Site visit requests for the Field Specialists & Field Technicians may be fed by the Customer Service Team to the Schedulers.

New projects may be fed by the Customer Service Team to the Project Coordinator.

New design requests may be fed by the Customer Service Team to the Design Engineers.

Product Owners / Technical Experts

Product Owners may train Customer Service Representatives to ensure they can manage at least 80% of our inbound enquiries

Product Owners or Technical experts may be responsible for investigating cases that require specialist product or technical input. Customer Service Representatives will own all cases and will project manage them by gathering the required information to be able to complete the case. Customer Service Representatives will not relinquish responsibility of cases to Product Owners / Technical Experts. They will investigate the answer and if no resolution is found, they will escalate cases to Product Owners / Technical Experts for assistance with the cases they own.

Required Experience and Skills

• A strong ‘zero harm’ work ethic

• Needs experience in discussing technical machine details and ability to understand complex systems.

• Previous experience working within a technical pre-sale or sale support position (business-to-business)

• Ability to communicate and work effectively as part of a diverse and dynamic team

• Ability to cope well when working under tight deadlines and associated pressure

• Attention to detail and quality

Personal Attributes in accordance with our values;

Innovation, Collaboration, Communication, Inclusion, Passion, Sustainability and Zero Harm

Excellent etiquette, grooming and personal presentation

Well organized with the ability to prioritize workload

Work well under pressure and meet deadlines while maintaining performance and work standards under stress

Strong interpersonal skills and the ability to work well with others, including the ability to listen and follow instructions correctly

Strong attention to detail and accuracy including closely monitoring all aspects of the job and continually checking processes and tasks

Flexible, adaptable and able to adjust commitments based on Customer needs and requirements

Well-developed computer skills and ability to learn new systems

Highly self-motivated with a ‘can do’ / ‘will do’ drive

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Your application will include the following questions:

What's your expected monthly basic salary? How many years' experience do you have as a customer services representative? Which of the following Microsoft Office products are you experienced with? How would you rate your English language skills? Do you have customer service experience? Which of the following languages are you fluent in? Are you willing to undergo a pre-employment background check? How much notice are you required to give your current employer?

Manufacturing, Transport & Logistics 11-50 employees

Mammoth is a world-leading equipment and power system solution provider. We offer a broad range of innovative bespoke and universal solutions to the mining, transport, rail, industrial, agriculture and marine industries globally.

Our equipment and consumables aren't just built to replace, they're expertly designed and engineered by our team to enhance and optimise standard equipment, making your machine perform better, tougher, safer and more dependable because we believe that the best machines are good, but they can be great. They can be … Stronger with Mammoth.

Mammoth has branches across every state in Australia, in both metropolitan and regional areas; with international hubs in Canada, Argentina and Mexico. We have global reach, supplying products to 30+ different countries across the continents. And we continue to experience significant growth and expansion throughout our business – with our new hub in Malaysia commencing in January 2020.

Mammoth is a world-leading equipment and power system solution provider. We offer a broad range of innovative bespoke and universal solutions to the mining, transport, rail, industrial, agriculture and marine industries globally.

Our equipment and consumables aren't just built to replace, they're expertly designed and engineered by our team to enhance and optimise standard equipment, making your machine perform better, tougher, safer and more dependable because we believe that the best machines are good, but they can be great. They can be … Stronger with Mammoth.

Mammoth has branches across every state in Australia, in both metropolitan and regional areas; with international hubs in Canada, Argentina and Mexico. We have global reach, supplying products to 30+ different countries across the continents. And we continue to experience significant growth and expansion throughout our business – with our new hub in Malaysia commencing in January 2020.

What can I earn as a Customer Service Representative