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Customer Service Executive

E-Document Solution Sdn Bhd
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RM 2700 - RM 4500

Seri Kembangan

Full-Time

Job Description

GENERAL JOB SCOPE:
Our company is searching for a motivated and experienced Customer Service Manager to lead our customer service department. Your goal will be to provide outstanding customer service to our clients by developing effective customer service procedures, implementing customer loyalty programs, and setting customer satisfaction goals.

To qualify for the role, the ideal candidate will have proven experience working in a customer service position, with excellent knowledge of the latest industry trends and techniques. In addition to be an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills.

DUTIES & RESPONSIBILITIES:
  • To plan, executing, coordinate and assign daily workload to customer service team.
  • Supervise team in providing excellent and outstanding services to customers.
  • Ensure that team addresses customer inquiries and concerns promptly and professionally. Assist in resolving employee concerns and developing customer focused environment. Monitor calls accuracy & conformity service quality and efficiency.
  • Organize job training to team to meet departmental objectives.  To ensure that the team follows company policies and procedures.
  • Assist in employee recruitment, training, disciplining, performance evaluation, promotion and termination activities.
  • Resolve escalated and complex customer issues on-time by providing back-up assistance to team members when needed.
  • Identify and resolve problems that affect customer service quality and efficiency.
  • Monitor incoming complaints thru telephone/email/WhatsApp and measure the urgency.
  • Motivated and lead team towards higher quality service calls, increased productivity, on-going coaching and mentoring to minimize turnovers.  
  • Monitor Field Technicians service work status & Job-done of PM Calls, Fresh Calls & Urgent Calls to ensure work quality are met according to SOP.
  • Update clients’ agreement information, new sales & exchange machines information into OBM System on timely basis to ensure data accuracy & billing purpose are met.
  • Explain to end-user the terms & conditions of agreement as & when needed.
  • Prepare penalty charges letter for termination cases as & when needed.
  • Update daily report for service calls received by nature, volume & technicians.
  • Configurate data analysis for preparation of monthly Management Reporting.
  • Any other ad-hoc tasks and assignments required by the Management.

Job Requirements

QUALIFICATIONS:
A.  Knowledge, Skills & Experience:
  1. Min. Diploma holder in Business Administration or relevant field.
  2. A minimum of 5 years’ proven experience in customer service position.
  3. Proficiency in Microsoft Office software.
  4. Excellent Leadership & interpersonal skills.
  5. Excellent written and verbal Communication Skill
  6. Excellent presentation skills.
  7. Equipped with Analytical Capability and good Problem- Solving skill.

B. Person Specification:
  1. Customer oriented & detail-oriented person.
  2. Self-awareness, self-discipline & Confident person.
  3. High Productivity under minimum resources.
  4. Self-Motivated & Capability to handle tasks independently. 

Additional Info

Company Activity

Last active - few hours ago

Experience Level

4 - 15 Years of Experience

Job Specialisation

Customer Service


Company Profile

E-Document Solution Sdn Bhd-logo-image

E-Document Solution Sdn Bhd

E-Document Solution Sdn Bhd (EDS) has been established over 35 years since 1986. Our own headquarter is located at Bukit Serdang, Selangor, with two direct branches located at Melaka and Johor Bahru.

We are the Authorized Dealer of two of our industry-leading Japanese brands, which are RICOH (M) SDN BHD and BROTHER INTERNATIONAL (M) SDN BHD. We are well-experienced and mainly provide RICOH’s and BROTHER’s Multi-Function Printer (MFP), and their updated products, such as Office Equipment and Office Solutions.

We are experts in sales consultation and service including both hardware and software. We are providing and assisting organization with our product’s technologies to transforms / improve your business processes and information management, to increase your organization’s productivity and is cost-effective.

Over recent years we have responded to the changing demands of the modern workplace and latest technology, now we are providing a full range of end-to-end office solutions in the following core areas:

  • Office Solutions
  • Commercial and Industrial Printing
  • Documents Management Solutions (Copy, Print, Scan an etc.)
  • Sustainability Device’s Management Services
  • Smart Workplace Solutions

We are giving our full commitment to our customers, with our reliable and well-experienced Sales Team & Service Team up to the client’s satisfaction. Currently we are providing sales consultation & services to nearly 2,000 companies with high satisfaction level feedback. These companies are comprised of most of these industries,

  • Professional Services (Legal/Engineering/Business Consultant/Investment)
  • MNC (Multi-National Company)
  • Construction (Heavy/General/Real Estate)
  • Government or Government Link Company,GLC
  • Logistic (Warehousing/Courier Service)
  • Financial Sector (Account/Audit Firm/Banking)
  • Manufacturing (Automotive/Textiles/Petroleum/Electronics/Food)
  • Hotels
  • Education Sector (School/Tuition/Training center)
  • General Retails (Hypermarket/Chain-Store)
  • Health Care
  • SMI / SME offices etc.

With our strongly supporting team of 60 staffs and continually growing manpower, we aimed to be the leading pioneer in Malaysia Office Solution industry.


company-logo-image

Customer Service Executive

E-Document Solution Sdn Bhd

RM 2700 - RM 4500

Seri Kembangan

Full-Time

This job is no longer available