Service Operations & Returns Lead (After-Sales)

TCL SMART DEVICE MALAYSIA; Subang Jaya; On-site; MYR 45,000 - 71,000; Full time

Job summary

TCL Smart Device Malaysia is seeking a customer service operations specialist to manage consumer complaints and public feedback, coordinate with the call centre and ASPs, and drive timely resolution of critical incidents to protect the company’s brand reputation.

The role analyzes after-sales service data, coordinates returns and exchanges, tracks warehouse receipts, and ensures inventory records align with physical stock while improving repair turnaround times and reducing service costs.

Qualifications

• 1–3 years of work experience in home appliance after-sales service management.
• Basic proficiency in Microsoft Office applications.
• Experience in after-sales service management for 3C products or consumer electronics is a plus.
• Fluency in spoken Mandarin.

Responsibilities

• Service Operations: Coordinate with ASPs and the call centre to manage customer after-sales service tickets from initiation to closure, improving turnaround time throughout the service process.
• Returns and Exchange Operations: Track returns and exchanges across all channels, coordinate warehouse receipt and acceptance, and reconcile records with physical stock.
• Coordinate technical issues across all product categories and follow up on claims arising from batch quality incidents.
• Analyse returns and exchange data across all product categories, coordinate collection and warehouse receipt, and ensure consistency between inventory records and physical stock.

Skills

Mandarin fluency

Tools

Microsoft Office

Job description

TCL Smart Device Malaysia is seeking a customer service operations specialist to manage consumer complaints and public feedback, coordinate with the call centre and ASPs, and drive timely resolution of critical incidents to protect the company’s brand reputation.

The role analyzes after-sales service data, coordinates returns and exchanges, tracks warehouse receipts, and ensures inventory records align with physical stock while improving repair turnaround times and reducing service costs.