Customer Service Executive

Job Summary:

1. The Customer Service Executive is responsible for managing day to day customer service activities, ensuring timely response to customer enquiries, service requests, reporting requirements, and issue resolution. The role supports customer satisfaction while allowing the Plant Manager to focus on operational performance, productivity improvement, team development, and business growth.
2. The position acts as the primary coordinator between customers and internal operations teams, ensuring service commitments are met, communication is effective, and customer concerns are addressed promptly.

Key Criteria:

1. Strong customer service mindset with excellent communication and problem solving skills.
2. Handles customer enquiries, complaints, and service requests professionally and promptly.
3. Coordinates effectively with plant operations, logistics, quality, and production teams.
4. Maintains accurate customer records, reports, and service documentation.
5. Proactive in identifying service issues and driving timely resolution.
6. Able to manage multiple priorities while maintaining high attention to detail.
7. Supports customer retention through responsive and professional service.
8. Familiar with Microsoft Office and customer service reporting tools.

Job Responsibilities

1. Acts as the first point of contact for customer enquiries, requests, and routine service matters.
2. Coordinates customer complaints, garment shortages, urgent requests, and service recovery activities.
3. Prepares customer service reports, KPI reports, and service review documentation.
4. Follows up on customer action items and ensures timely closure of outstanding issues.
5. Coordinates communication between customers and internal departments.
6. Supports customer onboarding, account maintenance, and service administration activities.
7. Maintains customer records, service agreements, and operational documentation.
8. Escalates critical customer issues to the Plant Manager when required.
9. Supports customer visits, audits, and business review meetings.
10. Coordinates onsite service personnel to ensure customer requirements are met.
11. Contributes to continuous improvement initiatives to enhance customer experience and service efficiency.

Job Requirements

Education & Experience

1. Diploma or Degree in Business Administration, Customer Service, Operations Management, or related field.
2. Fresh graduates are welcome. Experience in customer service, sales support, account coordination, or administrative support will be an added advantage.
3. Experience in service based industries, manufacturing, logistics, laundry, or cleanroom operations is an advantage.

Technical Skills

1. Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook).
2. Experience with ERP, CRM, or customer management systems is preferred.
3. Able to prepare reports, analyze service data, and maintain accurate records.

Personal Competencies

1. Strong communication and interpersonal skills.
2. Customer focused with a proactive problem solving approach.
3. Good organizational and time management skills.
4. Able to manage multiple customer requests and priorities simultaneously.
5. Detail oriented with strong follow up discipline.
6. Able to work independently while coordinating effectively with multiple departments.
7. Professional, mature, and able to handle customer complaints calmly and effectively.

Language

1. Good written and spoken English.
2. Bahasa Malaysia required.
3. Mandarin and/or Japanese language skills are an advantage depending on customer portfolio.