Customer Service Representative

1 week ago

Johor Bahru, Malaysia Matica Group Full time

**Customer Service Representative (Johor Barhu)**

**Job Summary**

They will provide timely, accurate, and courteous support; resolve issues; coordinate with internal teams; and aim to deliver excellent customer experience while adhering to Malaysia labour regulations.

**Key Responsibilities**
- Work collaboratively with cross‑functional teams (sales, logistics, product, technical) to resolve customer needs
- Own the inventory management of stocks in the warehouse for everyday transaction and audit
- Be part of the S&OP Forecast with Sales and Supply Chain
- Compile information to maintain the Weekly, Monthly, and Quarterly Sales report and Forecast
- Preparation of Sales Agreements for New Channel Partners
- Follow up and closure of Loan Agreements and RMA cases
- Understand, document, and resolve customer issues relating to orders, returns, payments, product/service information
- Escalate complex or unresolved matters to supervisors or specialized teams
- Maintain accurate records of interactions, issues, and outcomes in the CRM / ticketing system
- Monitor service levels and follow up to meet agreed SLAs
- Provide feedback to management on recurring issues and suggest process improvements
- Participate in training sessions, quality reviews, and benchmarking
- Meet performance metrics (e.g. average response time, first contact resolution, customer satisfaction scores)

**Key Skills & Competencies**
- Excellent verbal and written English communication
- Ability to communicate in other Asian languages (or another language relevant to customer base) is a plus
- Active listening, empathy, patience, and de-escalation skills
- Strong problem-solving and decision-making ability
- Multitasking, time management, and organization
- Comfortable using CRM / ticketing systems, MS Office, chat software
- Attention to detail and accuracy
- Adaptability to new procedures, shifting priorities, or peak times
- Ability to handle stress and maintain professionalism
- Teamwork orientation, willingness to share knowledge

**Qualifications & Experience**
- High school diploma or equivalent; degree (e.g. in Business, Communications) preferred
- 1-2 years (or more) in customer service, support, helpdesk, or call center roles
- Experience dealing with customers in APAC or in a multicultural setting is advantageous
- Familiarity with CRM / ticketing systems (Zendesk, Salesforce, Freshdesk, etc.)
- Proficiency in English; other language(s) is an advantage
- Understanding of standard customer service metrics and KPIs

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