Job Description

Responsible for handling customer service requests, coordinating service resources, monitoring service quality, and managing customer satisfaction for the Malaysia subsidiary. The role serves as a key communication bridge between customers, dealers, and internal service teams to ensure timely, compliant, and high-quality service delivery.

Key Responsibilities:

1. Customer Service Handling & Response

• Receive and manage local customer equipment repair and service requests.
• Verify customer and equipment information, accurately record service incidents and requests.
• Create service orders promptly and coordinate with technical service personnel for on-site support.
• Handle other customer service inquiries in accordance with service standards.
• Clearly communicate response and feedback timelines to customers.

2. Customer Follow-up & Satisfaction Management

• Develop customer follow-up lists based on customer value, equipment type, and service history, including:
• 3 months after new equipment purchase; Annual follow-ups; Post–major breakdown care
• Proactively understand equipment operating conditions and collect customer feedback and potential needs.
• Promote value-added services and complete customer satisfaction surveys. Ensure customer follow-up completion rate of 95%.
• After service order closure and dealer submission approval, conduct follow-up via phone or APP to confirm: Issue resolution status, Service attitude and timeliness; Reasonableness of service charges
• Accurately record customer satisfaction data.

3. Service Supervision & Issue Escalation

• Monitor and verify major customer-reported issues (e.g. delayed response, critical equipment failure).
• Liaise with dealer service managers or directly coordinate with service engineers.
• Identify root causes and required resources (technical support, parts, manpower).
• Coordinate internal and external resources and set clear resolution timelines.
• Escalate major issues to the Regional Service Director when required.
• Provide timely feedback to customers upon issue resolution.
• Document the full handling process, outcomes, and root cause analysis.
• Monitor end-to-end service order processing and ensure service quality standards are met. Drive average fault resolution time to within 48 hours.

4. Information Collection & Reporting

• Accurately document customer insights and follow-up information.
• Maintain and update customer profiles and service records.
• Collect current market data, including:
• Customer feedback; Equipment operation data; Market trends; Local policy or regulatory changes; Competitor activities
• Provide structured input to HQ for service improvement, product optimization, and market strategy planning.

5. Cross-functional & Channel Coordination

• Communication bridge between customers, dealers, and technical service teams.
• Coordinate local dealers and parts teams to ensure smooth service execution.
• Work closely with China HQ Customer Service Center and Aftermarket Service Department.
• Participate in cross-department collaboration to resolve service-related issues efficiently.

6. Compliance & System Operations

• Strictly comply with Malaysia local laws and regulations relating to data privacy, communications, and customer information handling.
• Ensure compliant and secure use of customer data.
• Proficiently use office software and quickly learn CRM, service order, and related business systems.
• Complete required system tasks, including call recordings, service order documentation, and report generation.
• Support phased system upgrades and adopt tools such as call-center systems and AI knowledge bases to improve service efficiency.

Job Requirements

• Diploma or Bachelors degree in Engineering, Business Administration, or a related field preferred.
• 2 years of experience in customer service, after-sales service, or service coordination roles.
• Experience in machinery, equipment, automotive, or industrial industries is an advantage.
• Strong customer service and communication skills.
• Good coordination and problem-solving abilities.
• Ability to manage multiple service cases under time pressure.
• Data-sensitive with strong documentation and reporting discipline.
• Proficient in Microsoft Office; CRM or service system experience preferred.
• Able to work effectively with dealers and cross-functional teams.

Location: Klang, Selangor