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Customer Service Representative

4 weeks ago

Sepang, Malaysia Helius Technologies Sdn. Bhd. Full time

**Key Responsibilities**:

- Overseeing urgent requests from Airlines, ensuring timely delivery of components by coordinating with inventory locations and managing orders efficiently.
- Independently evaluating available options to meet customer needs in case of stock shortages, including challenging customers when necessary.
- Managing effective communication with both internal and external customers.
- Maintaining and sharing backlog reports with customers or internal stakeholders according to specified timelines.
- Investigating root causes of orders exceeding service level lead time.
- Handling daily customer queries promptly and professionally.
- Organizing internal meetings such as backlog reviews and operation drumbeat sessions.
- Ensuring timely sourcing and shipment of aircraft parts as per contract, maintaining communication with all parties involved.
- Documenting actions taken with precision and attention to detail.
- Proficiently managing various Airbus IT tools.
- Contributing to process improvement by highlighting issues and escalating them through proper channels within the management team.
- Managing FHS IT systems accurately, recording milestones correctly.
- Processing contract customer requirements promptly and delivering high-quality customer service consistently.
- Proactively monitoring supply chain health, identifying and documenting abnormal statuses, and driving resolution of issues promptly.

Background and Skills:

- Proficiency in spoken and written English.
- Diploma with a minimum of 2 years of relevant working experience, or Advanced/Higher/Graduate Diploma/Bachelor's Degree with a minimum of 2 years of relevant working experience.

**Job Type**: Contract
Contract length: 12 months

**Salary**: RM3,500.00 - RM4,000.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Rotational shift

Supplemental pay types:

- Overtime pay

Application Question(s):

- Can you provide an example of a challenging customer service situation you successfully resolved in your previous role? How did you handle it, and what was the outcome?
- How do you prioritize tasks when dealing with multiple customer requests simultaneously?
- What steps do you take when you encounter a problem without an immediate solution for a customer?
- How do you stay calm and focused in high-pressure customer service situations?
- How do you handle feedback from customers, both positive and negative?
- List down the few dates and times you are available to conduct the screening. Our consultant will drop you a WhatsApp message for scheduling.

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Customer service: 2 years (required)

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