Senior Customer Service & Operations Specialist

Copeland; Bayan Lepas; On-site; MYR 60,000 - 90,000; Full time

Job summary

Emerson is seeking a Senior Customer Service Representative to join our global Shared Service Center in Penang. You will manage complex customer interactions, resolve escalations, and lead improvements in order management, logistics, and overall customer satisfaction.

You will collaborate with Sales and other teams to fulfill requests and maintain data integrity across systems. You will support pre-sales and post-booking activities, ensuring timely updates and accurate records while driving

Qualifications

• Bachelor's degree or equivalent combination of education and customer service experience.

Responsibilities

• Manage customer quotations, orders, product returns, repairs, and related transactions with accuracy and efficiency.
• Handle inbound and outbound customer interactions across phone, email, and chat channels to resolve inquiries and issues.
• Support pre-sales and post-booking activities, including order status updates, logistics coordination, contractual reviews, acceptance activities, and follow-up through resolution.
• Partner with Sales and other cross-functional teams to support opportunity management and fulfill operational customer requests.
• Navigate multiple business systems and processes to remove obstacles and deliver timely solutions that meet customer needs.
• Provide differentiated operational support aligned with customer and account requirements.
• Ensure a consistent and high-quality customer experience by adhering to established processes, policies, and service standards.

Skills

English communication

Customer focus

Decision making

Time management

Team collaboration

Education

Bachelor's degree

Tools

Oracle

Salesforce SFDC

Job description

Emerson is seeking a Senior Customer Service Representative to join our global Shared Service Center in Penang. You will manage complex customer interactions, resolve escalations, and lead improvements in order management, logistics, and overall customer satisfaction.

You will collaborate with Sales and other teams to fulfill requests and maintain data integrity across systems. You will support pre-sales and post-booking activities, ensuring timely updates and accurate records while driving