Executive, Customer Relations

Malaysia Marine & Heavy Engineering; Pasir Gudang; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading company in the marine and heavy engineering sector is looking for a Customer Service Manager to oversee its One-Stop Customer Service Centre. The successful candidate will manage daily operations ensuring high client satisfaction while fostering strong relationships with clients and service providers. This role requires a professional with relevant educational qualifications and experience in customer relations or a related field.

Qualifications

• Minimum 1 year of experience in Marine Repair, Customer Relations, Oil & Gas, Engineering, or related industries.
• Education in a relevant field is essential.

Responsibilities

• Oversee daily operations of the Customer Service Centre ensuring comprehensive care is delivered.
• Implement CRM initiatives to build and maintain client relationships.
• Monitor customer service for each awarded project and promote client satisfaction.

Skills

Customer Relationship Management

Client Satisfaction

Logistics Management

Education

Diploma or Bachelor's Degree in a relevant field

Job description

JOB PURPOSE

The position is responsible for executing and ensuring satisfactory customer service in the company through implementing & monitoring customer service programs, managing a customer service centre, looking after and addressing customers’ needs and requirements, and improving client services at all times.

JOB RESPONSIBILITIES

• Oversee the daily operations of the One-Stop Customer Service Centre and ensure comprehensive customer care is delivered across the yard from contract award to project completion. This includes managing client office setup and maintenance, logistics, accommodation, manpower supply, visa and immigration services, travel arrangements, administrative support, event coordination, and more to ensure a pleasant and memorable client experience at MMHE.
• Monitor customer service for each awarded project and promote a customer-focused and service-oriented approach among team members to maintain high levels of client satisfaction and enhance MMHE's reputation.
• Coordinate with and manage approved service providers (e.g. hotels, transportation, couriers, visa agents, travel agencies, cabin suppliers, office equipment vendors) to ensure quality service delivery aligned with MMHE’s customer care standards.
• Maintain well-equipped and professional client office facilities to provide customers with high-standard accommodations comparable to top industry players.
• Implement Customer Relationship Management (CRM) initiatives to build and maintain strong relationships with Marine Business clients, including potential customers and relevant local or international bodies, to enhance MMHE’s corporate image.
• Support visits from potential customers/clients and assist other MMHE business units (e.g. Marine Repair, Engineering & Constructions, Corporate Communications).
• Oversee and support the use of MMHE’s customer feedback system to gather insights, understand client expectations, and enhance overall customer satisfaction and service quality.
• Assist in organizing and supporting various internal and external events such as ship staff dinners, naming ceremonies, sports events, re-delivery celebrations, and customer-focused campaigns to build rapport and promote team spirit.
• Maintain and update a centralized Client Profile database with detailed, up-to-date customer information to support management in strengthening business relationships and exploring new opportunities.
• Source and share relevant customer relationship insights from journals and publications to keep internal stakeholders informed and aligned.
• Foster a positive, professional, and collaborative work environment within the Customer Relations Office to support a high-performance culture and strong team cohesion.
• Promote and support Health, Safety, and Environment (HSE) initiatives in line with MMHE’s policies and industry standards to ensure compliance and encourage a strong HSE culture within the department.

REQUIREMENTS

• Candidates must possess at least a Diploma or a Bachelor's Degree in a relevant field.
• Minimum of 1 year of experience in Marine Repair, Customer Relations, Oil & Gas, Engineering, or a related industry.