Customer Service Executive

2 days ago

Batu Kawan, Penang, Malaysia Norautron Malaysia Sdn. Bhd. Full time 1,040,000 - 1,200,000 per year

JOB PURPOSE

The primary objective of this role is to provide exceptional customer service to clients by addressing inquiries, resolving issues, and ensuring customer satisfaction. The Customer Service Representative acts as the liaison between the company and its customers, aiming to enhance the customer experience, maintain high customer satisfaction levels, and support the overall success of the company in the electronics industry.


MAIN RESPONSIBILITIES

1. Customer Interaction

  • Respond to customer inquiries via phone, email and live chat in a timely and professional manner.
  • Provide accurate information about products, services and order statuses.
  • Handle and resolve customer complaints and issues effectively, ensuring customer satisfaction.

2. Order Management

  • Assist customers with placing orders, tracking shipments and processing returns or exchanges.
  • Coordinate with the logistics and warehouse teams to ensure timely delivery of products.
  • Update customers on order status.

3. RFQ

  • Develop and calculate accurate RFQ's for existing and new Customers.
  • Work with the sourcing department to obtain cost data that are sustainable and transferrable from RFQ to mass production.
  • Meet Customers expectations on lead time of RFQ submission.

4. Technical Support

  • Escalate complex technical issues to the appropriate technical support team.

5. Documentation and Reporting

  • Maintain accurate records of customer interactions, transactions and complaints.
  • Generate reports on customer service activities, trends and feedback.

6. Customer Feedback

  • Gather and analyse customer feedback to identify areas for improvement.
  • Collaborate with the product development and quality assurance teams to address recurring issues and improve product quality.

7. Training and Development

  • Stay updated on new products, services and company policies.
  • Participate in ongoing training and professional development programs.

8. Engineering Change Management

  • Manage Engineering Change Notices (ECN) and Engineering Change Orders (ECO).
  • Coordinate with relevant departments to ensure timely implementation of changes.
  • Communicate updates and impacts of ECN/ECO to internal stakeholders and customers.
  • Maintain accurate records and documentation for all ECN/ECO activities.
  • Monitor progress and resolve issues related to engineering changes promptly.

JOB REQUIREMENTS

  • Bachelor's degree in Business Administration, Communications or a related field is preferred.
  • Minimum of 3 years of experience in customer service, preferably in the electronics industry. Fresh Graduates are also encourage to apply.
  • Experience with customer relationship management (CRM) software.
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving and conflict resolution skills.
  • Ability to multitask and manage time effectively in a fast-paced environment.
  • Proficiency in Microsoft Office 365 (Excel, Word, PowerPoint).
  • Basic technical knowledge of electronic products and the ability to provide troubleshooting assistance.
  • Customer-focused with a strong commitment to delivering high-quality service.
  • Empathetic and patient, with the ability to handle challenging situations calmly.
  • Detail-oriented with a focus on accuracy.
  • Ability to work both independently and as part of a team.
  • Positive attitude and a willingness to learn and adapt to new challenges.
  • Fluent in English and comfortable having English as main language for work.

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