Senior Sales & Customer Service Support

YTL Broadband; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A telecommunications company in Kuala Lumpur is seeking a Sales and Customer Service Support lead. The role involves managing sales enquiries, overseeing customer support, and handling inventory processes. Candidates should have a Diploma or Bachelor’s in a relevant field and possess 3-5 years of experience in sales support or customer service. Strong communication skills in English and Bahasa Malaysia are required, with Mandarin being advantageous. This role offers opportunities to lead a team while ensuring excellent customer retention strategies.

Qualifications

• Minimum 3–5 years’ experience in sales support, customer service, or service operations.
• Experience supervising or guiding junior staff is highly preferred.
• Proficient in handling escalated customer issues professionally.

Responsibilities

• Lead handling of sales enquiries via calls and emails.
• Coordinate with internal teams to ensure smooth order processing.
• Oversee processing of service requests and respond to escalated customer enquiries.
• Monitor and maintain inventory, conduct monthly stock counts.

Skills

Sales support

Customer service

Communication in English

Communication in Bahasa Malaysia

Coordination skills

Reporting and documentation

CRM/order management systems

Education

Diploma or Bachelor’s Degree in Business, Marketing, Communications

Tools

Microsoft Excel

Job description

This position leads sales enquiry handling, provides customer support, manages inventory, and ensures timely order processing and customer retention.

Pre-Sales

• Lead handling of sales enquiries via calls and emails.
• Explain products, pricing, promotions, and service terms to customers.
• Approve online service applications and liaise with Finance for payment verification.
• Coordinate with internal teams to ensure smooth and timely order processing.

Sales & Customer Service Support

• Oversee processing of service requests and respond to escalated customer enquiries.
• Manage sales and customer service emails; provide guidance to junior staff.
• Maintain accurate customer and sales records.
• Call suspended customers to follow up and support retention initiatives.
• Conduct monthly analysis of the success rate in retaining suspended customers to identify trends and improvements.
• Prepare monthly aging reports and other sales-related reports.
• Plan and oversee customer retention calls and initiatives.
• Support internal audits and compliance requirements.
• Handle ad-hoc projects or tasks assigned by Management.

Inventory Management

• Monitor and maintain inventory, conduct monthly stock counts, and manage replenishment.
• Oversee equipment warranty claims and RMA processes.
• Coordinate with Finance and IT for customer retention exercises and other operational initiatives.

Requirements

• Diploma or Bachelor’s Degree in Business, Marketing, Communications, or related field.
• Minimum 3–5 years’ experience in sales support, customer service, or service operations.
• Experience supervising or guiding junior staff is highly preferred.
• Strong communication skills in English and Bahasa Malaysia; Mandarin proficiency is an added advantage.
• Good coordination skills with internal departments (Finance, IT, Operations).
• Strong reporting, documentation, and follow-up discipline.
• Comfortable handling escalated customer issues professionally.
• Proficient in Microsoft Excel, email systems, and CRM/order management systems.