Customer Service Specialist

Job Title: Customer Service Specialist

Company Background: Dorkei Kualiti (M) Sdn Bhd is a leading supplier of high-quality mould base and hot runner systems. With our expertise and commitment to excellence, we have built a strong reputation in the industry for delivering superior products and exceptional customer service. As we continue to expand our operations, we are seeking a skilled Customer Service Specialist to join our team and provide outstanding support to our valued customers.

**Job Description**:
We are looking for a dedicated and customer-focused individual to join our team as a Customer Service Specialist. In this role, you will be responsible for ensuring the highest level of customer satisfaction by efficiently handling customer inquiries, providing product information, and resolving any issues or concerns. You will serve as the primary point of contact for our customers, acting as a liaison between them and the company.

**Responsibilities**:
Customer Support:
Provide accurate and comprehensive information about our products, including mould base and hot runner systems, to assist customers in making informed purchasing decisions.
Assist customers with product selection, pricing, and availability, and provide guidance on order placement and tracking.
Address and resolve customer complaints, issues, and escalations in a timely and satisfactory manner, ensuring customer satisfaction and retention.

Order Processing and Management:
Receive and process customer orders accurately and efficiently, ensuring all necessary details are captured and communicated internally.
Collaborate with the Sales and Logistics teams to ensure timely order fulfillment, shipment, and delivery.
Monitor order status and proactively communicate any potential delays or changes to customers, providing alternative solutions when necessary.
Generate and maintain accurate sales and order-related documentation, including invoices, purchase orders, and delivery schedules.

Relationship Building:
Build and maintain strong relationships with customers, understanding their unique needs and preferences.
Regularly follow up with customers to ensure satisfaction, address any concerns, and identify opportunities for upselling or cross-selling.
Act as a trusted advisor to customers, providing guidance and technical expertise on our products and services.
Collaborate with the Sales team to identify potential sales leads and opportunities for business growth.

Product Knowledge and Market Research:
Stay up to date with industry trends, product developments, and competitor offerings related to mould base and hot runner systems.
Continuously enhance product knowledge and expertise to provide accurate and comprehensive information to customers.
Conduct market research to identify customer needs, preferences, and emerging market trends, sharing insights with the Sales and Product Development teams.

Qualifications:

- Experience in customer service or a related field, preferably in a technical or manufacturing environment.
- Excellent verbal and written communication skills, with the ability to communicate technical information clearly and concisely.
- Strong problem-solving skills, with the ability to think critically and provide effective solutions.
- Exceptional interpersonal skills and the ability to build rapport and relationships with diverse customers.
- Detail-oriented and highly organized, with the ability to multitask and manage priorities effectively.
- A customer-centric mindset with a strong commitment to delivering exceptional service.

Join our team at Dorkei Kualiti (M) Sdn Bhd and contribute to our mission of providing superior products and outstanding customer service. If you are passionate about customer satisfaction and possess the required skills and qualifications, we would love to hear from you.

**Salary**: From RM2,000.00 per month

**Benefits**:

- Free parking
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus
- Yearly bonus

Ability to commute/relocate:

- Georgetown: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- STM/STPM (preferred)

**Experience**:

- Customer Care Specialist (preferred)

**Language**:

- Mandarin (preferred)
- Bahasa (preferred)