Senior Customer Service Executive

Air Liquide; Seberang Perai; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Annual bonus

Paid maternity/paternity leave

Flexi/Wellness benefits

Learning opportunities

Mobility opportunities

Volunteering opportunities

Job summary

Air Liquide Malaysia is seeking a Customer Services Executive to oversee daily order fulfillment and provide strong customer service support across channels. You will work with logistics and asset teams to ensure timely delivery and accurate billing while handling inquiries, account setup, and pricing adjustments.

The role emphasizes timely issue resolution, collaboration for continuous improvement, and supporting ISO-aligned processes. A 5.5-day work week is required, with travel as needed.

Qualifications

• A Bachelor's degree in any discipline.
• Possess strong problem-solving skills and a customer-centric mindset.
• Experience in a sales administration, customer service, or related operational role.
• Highly organized, detail-oriented, capable of managing multiple priorities.
• Proactive attitude with commitment to continuous learning and process improvement.
• Good written and verbal communication, interpersonal skills for diverse customer requests.
• Able to work on a 5.5 days basis (alternative Saturday).
• Willingness to travel for work when required.

Responsibilities

• Serve as a primary contact for customer requests and order processing across channels.
• Coordinate with logistics and asset management for timely fulfillment and accurate billing.
• Manage customer inquiries, document requests, account setup, and price adjustments.
• Drive timely resolution of issues and complaints with stakeholders.
• Support process improvement initiatives and deployment of care strategies.

Skills

Problem-solving

Customer-centric mindset

Strong communication

Interpersonal skills

Organized & detail-oriented

Proactive & continuous improvement

Education

Bachelor's degree in any discipline

Job description

About The Business Line

Air Liquide began operations in Malaysia in 1927 and is one of the pioneers of the gas industry in Malaysia. Operating in 11 locations in Malaysia, comprising both sales offices and production facilities, Air Liquide supports our customers through providing innovative solutions at every step of their production, including industrial and specialty gases, energy solutions, application technologies and services. With a strong workforce of 400 employees and business growth through our recent acquisition with nationwide presence, this will provide an exciting experience and journey with the opportunity that is unique yet challenging to gauge the integration and synergy processes that will change the entire competition landscape in Malaysia.

Location:

How Will You Be Contributing to Our Success?

As a Customer Services Executive, you will be responsible for overseeing and executing daily order fulfillment processes, ensuring seamless customer service support. This role also involves actively supporting the Lead on various projects and initiatives aimed at enhancing efficiency and customer satisfaction.

Customer Management

• Serve as a primary point of contact for customer requests and order processing across various channels (phone, email, portal).
• Coordinate seamlessly with logistics and asset management teams to ensure timely order fulfillment, delivery confirmation, and accurate billing within stipulated timeframes.
• Efficiently manage all customer-related inquiries, including document requests, account setup, and price adjustments, ensuring prompt resolution.

Issue Resolution and Continous Improvement

• Drive the timely resolution of customer issues and complaints.
• Oversee the logging and investigation of feedback, collaborating with relevant stakeholders and departments to implement sustainable solutions aligned with our Continuous Improvement philosophy, quality procedures, and ISO policies.
• Manage credit/debit note issuance and supporting debtor aging follow-ups.

Process Enhancement Initiatives and Ad-hoc Support

• Assist the Lead to identify opportunities for process improvements by reviewing Key Performance Indicators (KPIs).
• Assist the Lead to implement initiatives to enhance service delivery quality and customer satisfaction.
• Support the deployment of Customer Care strategies, digital initiatives, and updated policies to optimize team performance in alignment with company and group directives.
• Provide support for various administrative tasks, including document retention according to ISO standards and finance audit requirements, and assisting the asset department with monthly stock takes.
• A Bachelor's degree in any discipline
• Possess strong problem-solving skills and a customer‑centric mindset
• Experience in a sales administration, customer service, or a related operational role
• Highly organized, detail-oriented, and capable of managing multiple priorities effectively
• A proactive attitude with a commitment to continuous learning and process improvement.
• Good communication (written and verbal) and interpersonal skills, with the ability to handle diverse customer requests professionally.
• Able to work on a 5.5 days basis (alternative Saturday).
• Ability to travel for work purposes when required.

Why Join Us?

Air Liquide strives to offer its employees a total rewards package that contributes to a positive work environment and supports the well‑being of all our employees and team members. We are driven by our Environmental Social Governance objectives and regularly review our benefits to ensure that we’re offering you a competitive package. At Air Liquide, we listen to our employees' expectations. We create an engaging environment, diverse and inclusive, that allows employees to grow and to thrive.

We offer a comprehensive and competitive remuneration and benefits package including:

• Annual bonus
• Paid maternity/paternity leave
• Flexi/Wellness benefits
• Learning opportunities
• Mobility opportunities
• Volunteering opportunities

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.