Deskripsi Pekerjaan
Are you a dedicated professional looking to grow your career with Malaysia's largest industrial electronic repair company? JESS Technology is seeking an experienced and motivated Senior Customer Service Executive to join our dynamic team in Puchong. We pride ourselves on being an award-winning industry leader, fostering a friendly, supportive, and high-performance culture.
In this role, you will act as the primary bridge between our technical experts and our valued clientele. You will be responsible for ensuring seamless communication, managing client expectations, and upholding the high standards of service that JESS Technology is known for. If you are passionate about problem-solving, possess exceptional communication skills, and thrive in a fast-paced environment, we want to hear from you.
Tanggung Jawab
- Manage end-to-end customer inquiries via phone, email, and live chat with professionalism and efficiency.
- Provide technical support updates and repair status reports to industrial clients.
- Collaborate closely with technical and engineering teams to resolve customer issues effectively.
- Maintain accurate client records and documentation in our CRM system.
- Handle escalated customer complaints with a focus on de-escalation and prompt resolution.
- Identify opportunities to improve service delivery and internal communication processes.
- Support the team in achieving KPIs related to response time, customer satisfaction (CSAT), and service quality.
- Act as a mentor to junior team members to foster a culture of excellence and teamwork.
Kualifikasi
- Minimum 3-5 years of experience in customer service, preferably within an industrial, technical, or manufacturing environment.
- Excellent command of English and Bahasa Malaysia (Mandarin proficiency is a strong advantage).
- Strong analytical skills with the ability to troubleshoot client concerns effectively.
- Proven track record of managing high-volume client interactions under pressure.
- Exceptional verbal and written communication skills with a professional demeanor.
- Proficient in MS Office Suite and CRM software applications.
- Ability to work independently and as part of a collaborative team.
- Possess a proactive attitude and a strong desire to learn technical aspects of industrial electronics.