Executive (Operations)

2 weeks ago

Petaling Jaya, Selangor, Malaysia SB Machines Sdn Bhd Full time 31,200 per year

Purpose of the role:

An Executive's role is to ensure a business' customers receive outstanding support and all their needs are met. Executive oversee the customer support department's day-to-day functions as well as establish standards and protocols to be used by the customer service team to promote customer satisfaction.

Working Relationships:

Internal: SBM Technical Support , SBM Repair Centre, SBM Spare-part Store, and Field Operations

External: Clients (Retailers and Bankers), and vendors

Key Accountabilities:

  • Create ticket for Engineer call log in Skywalker system.
  • Arrange PM Service for all customer and updates in PM Service report.
  • Communicate with engineers for arranging SLM Calls and special tasks.
  • Responsible for responding to customer/service providers thru emails and whatsapp for SLM Log calls.
  • To track call report performance data for management analysis.
  • Providing accurate information on services to customers.
  • Ensure all SLA's are met appropriately.
  • Ensure customer satisfaction and provide professional customer support.
  • Identify and escalate issues appropriately.
  • Follow up on customer interactions.

Formal Education:

  • Possess at least a Diploma in Business Studies or in any field related to the above role.

Experience:

  • At least 1 years of working experience in customer service/operations field.
  • Fresh graduates are welcome to apply.
  • Required Skills: Microsoft Excel and/or Google Sheet.

Personal Qualities:

  • Able to work on shift hours (between 8am to 8pm), weekends and public holidays
  • Good customer handling skills and complaint/difficult customer handling experience.
  • Pleasant personality, proactive, good stress tolerance and ability to multitask.
  • Possess an excellent spoken and written English with high initiatives and positive attitude.
  • Pleasant attitude and personality and able to work independently with minimum supervision.

Job Types: Permanent, Fresh graduate

Pay: RM2, RM2,600.00 per month

Benefits:

  • Opportunities for promotion
  • Professional development

Work Location: In person

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