Job Controller

BATERIKU (M) SDN. BHD.; Malacca City; On-site; MYR 36,000 - 60,000; Full time

Job summary

BATERIKU (M) SDN. BHD. is seeking a Warranty Operations Coordinator to monitor warranty inquiries from multiple platforms and ensure cases are promptly assigned to the appropriate CSR.

The role emphasizes adherence to schedules, warranty processing, and meticulous record-keeping of interactions, orders and complaints. It focuses on first-contact resolution, escalations, and timely follow-ups to maintain service quality, while coordinating with Stock & Logistics for smooth warranty fulfilment.

Qualifications

• Minimum SPM or Diploma or equivalent.
• Experience handling inbound/outbound calls across multiple channels (phone, WhatsApp, chat, email).
• Hands-on experience processing warranty cases, service orders, and refunds per policy.

Responsibilities

• Monitor warranty enquiries from all platforms and assign to the correct CSR promptly.
• Ensure CSRs follow approved work and break schedules to maintain coverage.
• Track warranty arrangements per SOP and timelines.
• Prepare daily operational reports on warranty activity and team performance.
• Assist with inbound/outbound calls as needed for support.
• Ensure CSRs follow floor instructions and procedures.

Skills

Multi-channel communication

Warranty processing

Record keeping

First-contact resolution

Escalation handling

KPIs & call metrics

Education

SPM / Diploma or equivalent

Job description

Monitor all warranty enquiries received from all available platforms and ensure each case is assigned to the appropriate Customer Service Representative (CSR) promptly.

Qualifications

• Minimum SPM / Diploma or equivalent
• Experience managing inbound and outbound calls across multiple channels (phone, WhatsApp, chat, email).
• Hands-on experience processing warranty cases, service orders, and refunds in accordance with company policies.
• Experience maintaining accurate system records for customer interactions, orders, and complaints.
• Proven experience handling first-contact resolution, escalations, and follow-ups.
• Experience coordinating end-to-end warranty delivery and following up with service partners or pitstops.
• Experience meeting call center KPIs such as SLA, CSAT, response time, attendance, and target.

Responsibilities

• Monitor all warranty enquiries received from all available platforms and ensure each case is assigned to the appropriate Customer Service Representative (CSR) promptly.
• Ensure all CSRs comply with the approved work schedule and break schedule to maintain operational efficiency and service coverage.
• Monitor and ensure CSRs perform warranty arrangement activities according to the established SOP and within the required timeline.
• Prepare and submit daily operational reports, including total warranty arrangements completed by each CSR, total follow-up activities performed by each CSR and overall team performance summary.
• Assist in handling inbound and outbound customer calls whenever operational support is required.
• Ensure all CSRs comply with floor instructions, operational guidelines, and work procedures established by the management.
• Coordinate and collaborate with the Stock & Logistics Unit to facilitate smooth battery transfer, transit, and warranty fulfilment processes.
• Escalate operational issues, risks, or service disruptions to the Head of Unit immediately for review and direction before raising any internal ticket.
• Monitor daily warranty operations to ensure service levels (SLA), response time, and work quality are consistently maintained.
• Support continuous improvement initiatives by identifying operational issues and recommending process improvements to enhance warranty fulfilment efficiency.

Unlock job insights

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Vehicle Services & Repair 101-1,000 employees

Established in March 2014, Bateriku.com started as an on-demand car battery replacement service provider, evolving into an ecosystem that connects car users to roadside assistance, trusted workshops, auto parts marketplace, and ancillary services.

Bateriku.com scaled up by leveraging big data, technology, and sharing economy. To date, Bateriku.com operates close to 200 retail outlets (Pitstop) nationwide and has rendered its services to more than 1.5 million car

Established in March 2014, Bateriku.com started as an on-demand car battery replacement service provider, evolving into an ecosystem that connects car users to roadside assistance, trusted workshops, auto parts marketplace, and ancillary services.

Bateriku.com scaled up by leveraging big data, technology, and sharing economy. To date, Bateriku.com operates close to 200 retail outlets (Pitstop) nationwide and has rendered its services to more than 1.5 million car

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