Job Description

Job Title: Senior Customer Service Executive

Location: Senai, Johor Bahru

This leading manufacturing company specializes in precision engineering and innovative technology solutions for various industries. They are seeking a Senior Customer Service Executive to lead and enhance customer service operations, ensuring the highest level of satisfaction and client relationship management.

Job Responsibilities:

• Lead and manage the customer service team, ensuring efficient handling of customer inquiries, orders, and complaints.
• Build strong relationships with key clients by understanding their needs and providing prompt, professional service.
• Coordinate with internal departments such as sales, production, and logistics to ensure timely delivery and issue resolution.
• Monitor customer service KPIs, identifying areas for improvement in customer satisfaction and team performance.
• Handle escalated issues and work to resolve customer complaints while maintaining a positive client relationship.
• Provide feedback to the management team regarding customer insights and potential areas for product or service improvement.
• Train and mentor junior customer service team members, promoting best practices and continuous improvement.

Requirements:

• Diploma or degree in Business Administration, Customer Service, or a related field.
• 4-6 years of experience in customer service, preferably in a manufacturing or industrial setting.
• Strong leadership and problem-solving skills with the ability to manage multiple tasks simultaneously.
• Excellent communication skills, both written and verbal, with fluency in English.
• Familiarity with customer relationship management (CRM) software and best practices in client management.

This role is ideal for experienced customer service professionals looking to lead and contribute to client success in a dynamic manufacturing environment.