Admin cum Customer Service Executive
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To act as the main communication point between Hytech and its customers, ensuring customer enquiries, service requests, machine breakdowns, meter readings, consumable requirements and other customer matters are handled efficiently and professionally. The Customer Service Executive is responsible for coordinating with the Technical, Sales, Accounts and Logistics teams to ensure customer requests are followed up and resolved within the required timeframe.
Key responsibilities
- Handle customer enquiries through telephone, WhatsApp, email and other communication channels and provide customers with accurate information regarding machine rental, service, consumables and related matters.
- Receive and register customer service requests and machine breakdown complaints, record customer details, machine information, problem description and service requirements accurately.
- Assign or coordinate service calls with the Technician and monitor the progress of service calls until completion.
- Follow up with customers to confirm that issues have been resolved satisfactorily and escalates urgent or unresolved complaints to the supervisor / management.
- Coordinate monthly meter reading collection from customers and follow up with customers for outstanding meter readings.
- Check meter readings for unusual or missing information and submit completed meter readings to the relevant department for billing.
- Receive customer requests for toner and other consumables, check customer and machine details before processing requests, and coordinate with Storekeeper / Logistics for stock availability and delivery.
- Coordinate machine delivery, collection, relocation and installation appointments and liaise with customers and internal teams to confirm delivery/service schedules.
- Handle customer complaints professionally and calmly, understand the issue and provide appropriate follow-up, and maintain proper records of customer complaints and actions taken.
- Maintain accurate customer and machine records, update service/job status in the company's system, and prepare daily/weekly customer service reports when required.
About you
- Minimum SPM / Certificate / Diploma in Business Administration, Customer Service
- Previous customer service or administrative experience preferred.
- Experience in office equipment, photocopier rental or technical service industry is an advantage.
- Good communication skills in English and Bahasa Malaysia.
- Mandarin / Chinese language is an advantage.
- Good telephone, WhatsApp and email communication skills.
- Organized, responsible and detail-oriented.
- Able to multitask and handle multiple customer requests.
- Good follow-up and problem-solving skills.
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