Project Specialist – Customer Service

2 weeks ago

Bukit Raja Selangor, Malaysia Hamilton Sundstrand Customer Support Centre (M) Sdn Bhd Full time 60,000 - 120,000 per year

The Project Specialist – Customer Service Compliance & Policy is responsible for developing, implementing, and overseeing new policies, processes, and systems in alignment with the implementation of e-Invoicing initiative by IRB. This role will collaborate and partner with the Finance Control to ensures that the customer service operations adhere to regulatory requirements, maintaining seamless compliance while supporting the broader operational objectives of the organization.

Key responsibilities

  • Review, develop and implement customer service policies, procedures and ensure customer service operations are compliant with new e-Invoicing practice and other regulatory requirements
  • Analyze current customer service processes and identify areas for improvement to meet the required regulatory standards.
  • Design and implement efficient and effective invoicing processes that integrate seamlessly with existing systems.
  • Collaborate with IT and relevant departments to integrate new invoicing systems that comply with e-Invoicing requirement and oversee the implementation and testing of the new systems to ensure they meet the objective.
  • Support the initiative to develop training content to train other customer service team members in understanding and compliance with new policies and systems.
  • Monitor customer service operations to ensure continuous compliance with e-Invoicing regulations as well as identifying potential risks related to regulatory compliance and develop mitigation strategies.
  • Work closely with internal and external stakeholders, including relevant government bodies, to stay informed of regulatory changes and ensure timely implementation.
  • Liaise with legal, finance, and other departments to ensure alignment customer service practices with overall company compliance strategies.

Qualifications & Requirements

  • Bachelor's degree in Business Administration, Customer Service Management or related field
  • Minimum of 2 years of experience in customer service management, with a focus on compliance and policy implementation.
  • Strong knowledge of government regulations related to billing / invoicing process with knowledge of shipping documentation and custom regulatory requirement
  • Proven experience in developing and implementing policies and processes.
  • Excellent project management and organizational skills.
  • Strong analytical and problem-solving abilities.
  • Exceptional communication and training skills.
  • Proficiency in customer service management software and ERP systems; SAP preferred.

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