Customer Service
3 days ago
**JOB RESPONSIBILITIES**
**1. Handle Customer Inquiries and Issues**
- Handle customer inquiries and resolve customer problems by phone call or assign technician for visit within the time frame.
- Assist customers remotely or dispatch technician for onsite visits.
- Provide reasonable alternative solutions to resolve customer problems and arrange for a technician assistant if needed.
- Follow up closely with respective technician to ensure that breakdown calls are attended to and CRM cases are closed in the system.
- Obtain SRV reports from technicians via WhatsApp or Google Drive and update into the CRM system to confirm issues resolution.
**2. Customer Interaction and Service Standards**
- Maintain a high level of professionalism with clients and customers, providing the highest standards of customer service and ensuring all company policies are followed.
- Interact with customers daily, responding to their questions and guiding them to appropriate services using the support information obtained from customers.
- Evaluate and clarify the issues faced by customers and update in the CRM system immediately.
- Utilize correct escalation procedures on issues outside the range of his/her
expertise
**3. Order and Inventory Management**
- Receive, verify, organize and coordinate toner supply order to ensure fulfilment and customer satisfaction.
- Assist in monitoring, checking and suspending supplies and services to debtors with long outstanding accounts, including releasing orders upon approval by Superior.
**4. Reporting and Communication**
- Prepare, compile and submit daily/monthly reports to the Supervisor.
- Through understanding of CRM system to produce necessary reports and other customer usage information as needed.
- Communicate and interact with other departments to solve customer needs and specific copier problems.
- Liaise with relevant departments for follow up actions related to consumables.
**5. Collaboration and Knowledge Sharing**
- Maintain good interaction with other customer service support and technicians to effectively achieve company goals, objectives and tactical operations.
- Work closely with other departments (Sales, Admin and Technical Team) to stay updated on Kyocera products and services to support other departments when needed.
**6. Other responsibilities**
- Carry out other tasks or projects assigned by the Management/Superior from time to time.
**JOB REQUIREMENT**
- Minimum Diploma, or equivalent qualification in any field
- At least one (1) year of working experience as customer service or a related field
- Fresh graduates are encouraged to apply
- Experience working in the copier industry is an added advantage
- Experience in handling customer inquiries and resolving issues efficiently
- Excellent verbal and written communication skills in English and Bahasa Malaysia
- Strong problem-solving skills and the ability to think critically
- Customer oriented mindset with a passion for providing excellent customer service
- Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software
Pay: From RM2,200.00 per month
**Benefits**:
- Health insurance
- Maternity leave
- Professional development
Schedule:
- Monday to Friday
Supplemental Pay:
- Yearly bonus
**Education**:
- STM/STPM (preferred)
**Experience**:
- Customer Care: 1 year (preferred)
Expected Start Date: 03/03/2025
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