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Customer Service Admin
2 weeks ago
**Customer Service cum Admin**
**Job Purpose**
This role combines customer service, administrative support, and light customer retention duties. The Customer Service cum Admin ensures smooth day-to-day coordination between customers, sales, and operations while maintaining accurate documentation. When the Sales Operations staff is on leave, this role temporarily handles key operational tasks to ensure business continuity.
Around 80-90% of daily tasks are conducted via WhatsApp and phone calls, focusing on customer communication, order coordination, and service support
**Key Responsibilities**
**A. Customer Service & Retention Support**
- Handle customer inquiries, orders, and complaints primarily through WhatsApp and phone calls.
- Process and update customer orders accurately in the system.
- Follow up with inactive customers or those who have not reordered within 30 days.
- Introduce new or promotional products to existing customers when suitable.
- Coordinate with the logistics and production teams to ensure timely deliveries.
- Record all communications and order details for tracking purposes.
- Escalate complex issues to the Sales team when necessary.
- **Visit customers when required** to maintain business relationships or resolve operational issues.
**B. Administrative Support**
- Prepare and organize invoices, delivery orders, and quotations.
- Maintain updated customer records, order history, and sales documents.
- Update daily order reports, sales trackers, and delivery schedules.
- Support sales operations in compiling data and monitoring stock or product movement.
- Assist with administrative duties such as filing, document submission, and report preparation.
**C. Sales Operations Backup (When Staff on Leave)**
- Oversee daily order coordination between customers, production, and delivery teams.
- Update system records for order status, delivery tracking, and stock balance.
- Communicate delivery arrangements and confirm customer receipt.
- Prepare simple sales or performance reports required by management.
- Ensure smooth workflow and communication continuity in the absence of Sales Operations personnel.
**Requirements**:
- Minimum Diploma in Business Administration, Marketing, or Office Management preferred.
- 1-2 years of experience in customer service, admin, or sales support (F&B or FMCG background an advantage).
- Good communication skills in Bahasa Melayu and English.
- Proficient in Microsoft Office (Excel, Word) and familiar with messaging-based communication.
- Responsible, organized, and able to multitask efficiently.
- Willing to visit clients when required and work on alternate Saturdays (half-day).
**Role Boundaries**
The **Customer Service cum Admin does not**:
- Close new customers (handled by Sales Executives).
- Qualify new leads (handled by Pre-Sales).
- Handle product demonstrations (handled by Demo Representative).
Pay: RM2,000.00 - RM2,500.00 per month
**Education**:
- Diploma/Advanced Diploma (preferred)
**Experience**:
- Customer service: 2 years (preferred)
**Language**:
- English (preferred)
License/Certification:
- Car License (preferred)
Willingness to travel:
- 100% (preferred)
Work Location: In person
