Customer Service Representative

Your role

Bring your curiosity to work as our next Customer Service Representative. In this role, your mission is to perform complete analysis on SMARTLINK Data and improve the business process flow. Support and assists in administration process to ease the sales process flow. To proactively perform data analor Contrayzing fct Customer focusing on EW, TC & TR to increase Net Promoter score response to make sure the customer feedback is received and improved. To perform proactive sales support and coordination function for CSO business line.

Your day-to-day

SMARTLINK

i. Identify machines which has not been installed with upload devices and liaise with operation to perform installation and ensure disconnected machines are at minimal amount.

ii. Liaise with technical team on connectivity issues on Smartlink portal

iii. Identify stock availability for SMARTBOX and liaise with team leader on advanced ordering

iv. Giving support on machine connectivity status, license subscriptions, group notification, login issues, etc.

v. Ensuring all customer accounts are with active users both internal and external. Sending out invitation for portal registration and follow up on user access

vi. Compile and update presentation materials for internal and external Smartlink users and encourage user to use the Smartlink app

vii. Provide necessary introduction or training to internal and external users.

viii. Submit monthly report on machine connectivity to management.

ix. Share regular updates from product company to internal users when necessary

Leads Marketing Dispatcher

i. To perform role of Market dispatcher by assigning incoming leads to respective SSE in reference to customer assignment file & C4C details

ii. Monitoring lead status from all 3 sources, reminding sales owner to attend to open leads

iii. Raise MQ ticket/ reach out to respective automated Leads PIC on ambiguity of incoming automated leads

iv. Identify duplicated leads and filter out before assigning to SSE.

v. Fill in FSE creation form as and when required.

Net Promoter Score (NPS)

i. Monitor no response surveys. Approach customer via phone call to give feedback. Resend survey if necessary.

ii. Submit monthly report to both Sales and Operation on NPS results

iii. Sending out acknowledgement email to respondents & setting up meeting appointment with detractor respondents and management team

iv. Liaise with SSE to identify correct customer PIC and contact information to perform the survey

v. Monitor invalid email and bounce back. Liaising with master BKU to make necessary changes in SAP.

vi. Handle all Contract customers on monthly feedback and response. Arrange for meeting with BLM/GM if required

vii. Prepare proactive approach for renewals of existing service plans

Install Base Management

i. Utilize Power BI local MYS Installed base to manage all 1-1 in accordance to current data

ii. Work closely with ASE/SM/BLM to maintain a clean Install base data by weekly monitoring and date input is done

iii. Achieve given KPI for Install base and service contract ratio

Your Skills And Experience

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

• Bachelor's Degree or Diploma in Business Administration, Marketing, Management, Engineering, or a related discipline.
• Minimum 1 year of sales experience in an industrial, engineering, technical service, or manufacturing environment.
• Experience in service sales, aftermarket sales, technical support, customer service, or data analysis would be an added advantage.
• Strong understanding of service sales processes, customer relationship management, and customer retention strategies.
• Proficient in Microsoft Office applications, particularly Excel, PowerPoint, and Word.
• Good analytical and data interpretation skills with the ability to identify sales opportunities and trends.
• Effective sales presentation, communication, negotiation, and interpersonal skills.
• Sound product and solution knowledge with the ability to translate customer needs into value-added solutions.
• Experience in CRM and business systems management would be advantageous.
  
  

Your location

This role requires you to work on-site at our office in Shah Alam, Malaysia (MY). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.

Why it is great to work with us

Your career grows through your skills, your curiosity, and the people you work with. You join a global network where we learn from each other and share knowledge openly. We focus on long‑term development and encourage you to explore new ideas that help us move forward. Innovation is part of how we think and act – we test, improve, and use what we learn to create solutions that matter. You can make a meaningful impact by contributing with your insights and taking ownership of your work, supported by flexible ways of working and leaders who empower you.

How we work together

Our cultural behaviors guide us in what we do and how we do it. We act with accountability to seize opportunities and deliver results. We act with respect to understand diverse perspectives and strengthen our interactions. We act with curiosity to learn continuously and understand customer needs. We act collaboratively to make informed and transparent decisions. We also act experimentally to discover new solutions, learn from our mistakes, and keep improving.

Application process

Our selection process includes interviews and, for some roles, skills assessments that help us gain a deeper understanding of your profile. We look forward to getting to know you, learning about your strengths, and discussing how you can grow with us. For each hiring decision, we also apply the grandparent principle. This means that a leader’s manager is involved in the approval of the hiring decision to ensure consistency and fairness.

Uniting curious minds

Behind every innovative solution, there are people working together to transform the future. With careers sparked by initiative and lifelong learning, we unite curious minds, and you could be one of them.