Executive recruitment company Monroe Consulting Group Malaysia's Industrial Division is partnering with a technology-driven organization specializing in maintenance and repair service networks. Our client is seeking a Customer Service Representative I, focused on Service Delivery to manage top-tier client relationships and ensure superior service execution through their proprietary platform.
Job Summary
This role acts as the primary liaison between strategic clients and the service/vendor network. This role is responsible for maintaining superior client satisfaction, managing the end-to-end service process for key accounts, and ensuring all repair and maintenance needs are executed effectively and efficiently within the technology platform.
Job Responsibilities:
* Develop and maintain positive client relations required to ensure superior client satisfaction
* Receive and handle customer calls and email requests for services
* Manage real-time inquires while keeping track of and responding to commitments
* Escalate all disputes or un-satisfied service confirmations in a timely manner
* Remain on the queue and address all requests and customer questions
* Maintain open communication with affiliates in a manner that adheres to all contracts and agreed upon Scope of Work throughout the duration of the relationship
* Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e- mail, or in person
* Enter information into our database and ensure consistency and accuracy
* Demonstrate professionalism in communication, relationship development, customer service, etc.
* Shift flexibility may be required
* Foster a positive team environment
* Ensure confidentiality and accuracy of internal and external data
* Perform ad-hoc projects and other duties as assigned
Job Requirements:
* Proficiencies in: Microsoft Word, Excel, Outlook preferred
* High school diploma required
* Ability to type 35 wpm at minimum required
* Professional phone etiquette and soft skills required
* 2-3 years of customer service experience preferred
* Customer Service call centre experience preferred
* Undergraduate degree / internship preferred
* Intellectual agility and adaptability
