Customer Support Specialist

Agensi Pekerjaan JobOnline; Sepang; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A recruitment agency in Malaysia seeks a Customer Success Specialist to manage order processing and customer relations. This hybrid role requires strong leadership skills and fluency in Mandarin, ideal for fresh graduates or candidates with minimal experience in customer service. The position supports delivery management, credit handling, and customer feedback resolution. This is a 12-month contract with working hours from 8:30 am to 5:30 pm, Monday to Friday. Competitive salary ranges from RM 3000 to RM 3300.

Qualifications

• Minimum Bachelor's degree in any field of study.
• Possess strong leadership experience.
• Fresh graduates with less than 1 year working experience.
• Must be fluent in Mandarin language to deal with Chinese speaking clients.

Responsibilities

• Place and amend orders, liaising with supply chain partners.
• Manage delivery of orders and resolve customer queries.
• Monitor open orders and manage credit enquiries.
• Receive requests for information or quotation from potential new customers.
• Manage customer complaints and feedback.

Skills

Leadership experience

Fluency in Mandarin

Education

Bachelor's degree in any field

Job description

Job Title: Customer Success Specialist (OTC)

Work Hour: Monday to Friday, 8.30 am - 5.30 pm

Contract Duration: 12 Months

Work Arrangement: Hybrid

OT/DT Entitlement: Yes

Salary: RM 3000 - RM 3300

Job Description

Accountabilities

Order Management

Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required.

Manage delivery of orders – take ownership of delivery status enquiries and trouble‑shooting; proactively track and update Business Partners as required.

Handle and resolve all queries from Customers.

Schedule standard and non‑standard orders.

Process Returned Product.

Credit Management

Block Order Management – Monitor open orders, review order status and action blocked orders.

Handle basic Customer credit enquiries on cash allocation and debt collection, including direct debit rejections, allocations, refund/write‑off/write‑on management, Cash and non‑cash security handling.

General Inquiries

Handle New Business – Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell.

Own the end to end Disputes process, which includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes.

Close the loop with Customer on case outcome and confirm closure of case.

Feedback and Issues

Manage Customer complaints, feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.

Manage and monitor Retailer/Distributor/Reseller complaints through to resolution.

Ensure ordering issues are visible and managed in accordance to service level agreement.

Online Services Support and Setup

Support and proactively encourage uptake and utilisation of online services.

Assist in online services setup for system‑to‑system setup with existing Customers.

Work with Customer IT teams to resolve issues and manage internal processes.

Monitor account and payment transaction activity to identify incidents of Fraud.

Support Fraud Managers with fraud case information requirements.

Skills

Minimum Bachelor degree in any field of study.

Possess strong leadership experience.

Fresh graduates with less than 1 year working experience.

Must be fluent in Mandarin language to deal with Chinese speaking clients.