Customer Service Specialist / CX Specialist (IT Industry)

SmartHire by SEEK; Selangor; On-site; MYR 78,000 - 123,000; Full time

Benefits offered by this job

EPF/SOCSO/EIS coverage

Medical leave

Performance incentives

Parking facilities

Career development opportunities

Job summary

Digital Systems (M) Sdn Bhd is seeking a Customer Service Specialist / CX Specialist (IT Industry) to join our team in Malaysia. The role blends technical problem-solving with customer advocacy, supporting digitalisation across logistics and supply-chain sectors.

You will gain exposure to customer implementations, product improvements, and cross-functional collaboration with product, engineering and sales teams.

Qualifications

• Degree in IT, Computer Science, Engineering, Logistics/Supply Chain, Accounting or equivalent.

Responsibilities

• Diagnose and troubleshoot technical problems with customers and escalate complex cases as needed.
• Reproduce bugs, gather logs, and collaborate with engineering to resolve issues.
• Translate customer pain points into actionable product insights for the team.
• Assess issues by impact and prioritise actions to maximise customer outcomes.
• Develop technical documentation, FAQs, and guides for customers and internal teams.
• Collaborate with product, engineering and sales on pre-sales or onboarding activities.

Skills

Customer focus

Communication

Problem solving

Ownership mindset

Education

Degree in IT/CS/Engineering/Logistics or related

Job description

Our client \"Digital Systems (M) Sdn Bhd\" is seeking aCustomer Service Specialist / CX Specialist (IT Industry) to join their team!

This is an opportunity to combine technical problem-solving with customer advocacy in a role that supports digitalisation and automation across the logistics and supply-chain sector. This role offers meaningful exposure to customer implementations, product improvement and cross-functional collaboration.

About Our Client

Digital Systems (M) Sdn Bhd (DSM) is an established IT software solutions and consultancy organisation with a 44-year track record in the software industry. As a pioneer and market leader in logistics ERP solutions, DSM partners with clients on digitalisation and automation initiatives across logistics, supply chain and accounting. The organisation is a Microsoft Certified Partner and HPE Partner, with solutions including DSM ELMS web apps, mobile apps and artificial intelligence applications.

What you'll be doing?

• Resolve technical issues: Work with customers to diagnose and troubleshoot technical problems, escalating complex cases when needed.


• Investigate root causes: Reproduce bugs, gather logs and collaborate with engineering teams to support effective resolutions.


• Champion customer needs: Manage project implementations and translate customer pain points into actionable product insights.


• Prioritise customer impact: Assess support issues and help product teams focus on matters that make the greatest difference to customers.


• Improve support tools: Build or enhance internal tools and scripts that streamline support operations.


• Monitor proactively: Create dashboards and monitoring tools to help identify potential issues early.


• Turn data into insights: Analyse customer usage data and support cases to identify improvement opportunities and quantify problem impact.


• Enable customers and teams: Develop technical documentation, FAQs and guides, and train internal teams and customers on product functionality.


• Collaborate across teams: Work closely with product, engineering and sales teams, supporting pre-sales or onboarding activities when required.

Who are they looking for?

• Relevant qualification: A degree in IT, Computer Science, Engineering, Logistics/Supply Chain, Accounting or an equivalent discipline is required.


• Customer-focused communication: Strong people and communication skills will support effective engagement with customers and internal stakeholders.


• Creative problem-solving: A practical interest in using technology to solve industry challenges and improve customer outcomes is valued.


• Ownership mindset: A responsible approach and commitment to seeing support tickets through to closure will be important.


• Language proficiency: Fluent spoken English, Bahasa Malaysia and Mandarin is required for communicating with customers and stakeholders across relevant markets.


• Written communication: Excellent writing skills in English and Bahasa Malaysia will support clear documentation, guides and customer communication.


• Relevant exposure: Prior work experience in IT, Computer Science, Engineering, Logistics/Supply Chain or Accounting will be an advantage, while candidates with transferable knowledge are encouraged to apply.


• Training capability: The ability to explain and train customers on DSM solutions will be an advantage.

Why you should consider this opportunity?

Our client offers an attractive remuneration package and other benefits, such as:

• EPF, SOCSO and EIS coverage.


• Medical leave and medical fee claims.


• Performance and KPI incentives.


• Parking facilities.


• Career development opportunities, with priority given to internal promotion.