Customer Service Specialist

Company Description

Thong Guan Industries Berhad, established in 1942, is a leading manufacturer specializing in plastic packaging solutions, including stretch film, flexible packaging, food wrap, and additives. Headquartered in Asia Pacific, the company is recognized as one of the region's fastest-growing businesses. Thong Guan remains committed to sustainability, innovating green-focused products and incorporating environmentally friendly practices across its operations. The company strives to blend industry excellence with a commitment to sustainable growth and environmental responsibility.

Role Description

This is a full-time, on-site role for a Customer Service Specialist, located in Sungai Petani, Kedah Malaysia. The Customer Service Specialist will manage day-to-day customer interactions, address inquiries, ensure customer satisfaction, and resolve concerns with professionalism and efficiency. The role involves maintaining quality customer experience, adhering to service standards, and providing support via phone and other communication channels.

Qualifications

• Expertise in Customer Support, Customer Satisfaction, and Customer Service
• Strong skills in providing an excellent Customer Experience and maintaining positive customer relationships
• Proficiency in Phone Etiquette and professional communication skills
• Ability to work effectively in a team-oriented, on-site environment
• Problem-solving abilities and attention to detail
• Experience in similar customer-facing roles is an advantage
• Proficient in relevant tools and systems used for customer service management
• Fluency in English and additional language proficiency is a plus

Job description:

Position Objective:

CS - To coordinate, plan and implement activities in the Customer Service Department towards total customer satisfaction in achieving Company's objectives.

Performance Measures and Standards: CS

a) Number of customers complaints (internal/external).

b) Courtesy in handling customers.

c) Time taken to solve customers problems.

d) Sales team's objectives are met in terms of profit margin, market penetration and volume.

e) Systematic and up-to-date records.

Job Requirements:

• Candidate must possess at least a Diploma or Degree in Business Studies/Administration/Management, Marketing / Mass Communication or equivalent.
• Fresh graduates are welcome to apply.
• Good communication and interpersonal skills.
• Candidates fluent in English/(Mandarin could be an advantage) as the role requires candidates to deal with EU, US & South Asian clients.

Job Types: Full-time, Permanent