Customer Service Support

ManpowerGroup Malaysia; Batang Kali; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading recruitment firm in Malaysia is seeking an experienced Customer Service professional to enhance customer experience and drive order management. Candidates should have a minimum of 5 years’ experience in the refractory industry and strong analytical skills. Fluency in English is a must, and proficiency in Malay and Mandarin is highly preferred. Applicants must reside in Malaysia and possess a valid right to work.

Qualifications

• Minimum of 5 years’ experience in a customer service role within the refractory industry.
• Strong analytical skills with a data-driven mindset.
• Excellent interpersonal and communication skills.
• Residency in Malaysia with valid right to work.
• Fluent in English; proficiency in Malay and Mandarin is preferred.

Responsibilities

• Manage customer enquiries proactively and provide timely quotations.
• Drive improvement in conversion rates from enquiry to order.
• Ensure all orders meet customer requirements and specifications.
• Address and resolve customer complaints professionally.
• Liaise with production and supply chain teams for smooth processes.

Skills

Customer service experience

Analytical skills

Interpersonal and communication skills

Fluent in English

Proficiency in Malay

Proficiency in Mandarin

Job description

Job Purpose

An active team member responsible for contributing to the company’s customer service function, ensuring excellent customer experience, smooth order management, and strong collaboration with internal teams.

Key Responsibilities

• Manage customer enquiries proactively and provide timely, competitive quotations in collaboration with the sales team.
• Drive improvement in conversion rates from enquiry to order.
• Prepare and continuously enhance sales process templates, from enquiry to order and beyond.
• Ensure all orders meet customer requirements and specifications.
• Follow up with customers on orders to gather feedback and maintain strong relationships.
• Address and resolve customer complaints in a professional and timely manner.
• Monitor, track, and report on customer satisfaction and complaint trends.
• Liaise with the Assistant Production Manager and Supply Chain Executive on production planning.
• Coordinate closely with QAQC, Lab, Production, and Supply Chain (raw materials and additives) teams to ensure smooth processes.
• Support special projects or assignments as directed by the CEO.

Requirements

• Minimum of 5 years’ experience in a customer service role within the refractory industry (or a closely related sector).
• Strong analytical skills with a data-driven mindset.
• Excellent interpersonal and communication skills.
• Must reside in Malaysia with valid right to work.
• Fluent in English; proficiency in Malay and Mandarin is highly preferred.