Senior Customer Service Specialist

Senior/Customer Service Specialist

We are at the heart of every place that matters: as a leading global provider in the access solutions market, we enable people to move seamlessly in safe, secure and sustainable places.

Do you want your work to matter? Then join our team!

At dormakaba, more than 16,000 people from all over the world work together and grow together. If you are looking for exciting career prospects, if you want to fuel innovation and like tackling new challenges, then we would love to hear from you!

THIS OPENS THE DOOR TO YOUR FUTURE: OUR OPPORTUNITY

We are always on the lookout for talents and help you reach your best potential! We are seeking for a skilled and dynamic Customer Service Specialist to join our team based in Malaysia!

A JOB THAT MATTER: YOUR RESPONSIBILITIES

Responsibilities

Sales Support

• Responsible to support sales/services team on daily operational tasks that related to order processing that included purchase and delivery.
• Ensure orders are entered accurately and to monitor delivery dates, aiming to achieve customer satisfaction.
• Conduct research and puts performance measures in place and achievement of completed document and verification data.
• Follow up weekly pending order to make sure the delivery are on time for all department.
• Review sales contract when receiving full information (e.g price, credit term, delivery schedule, quantity, etc)
• Follow up collection/delivery pick up with transporter and customers.
• Follow up and coordinate with relevant departments for smooth delivery.
• Handle customer complaints, request and feedback, if any, and escalate to relevant departments and follow up closely till issues has been resolved.
  

Finance

• Liaise with Finance for any matters related to above.
  
  

Customer Service

• Manage incoming and outgoing phone calls
• Receive and feedback the inquiries or complaints from customers
• Communicate or escalate to relevant departments to resolve issues.
• Summarize customer feedback data on monthly basis.
• Update monthly reports to Sales and Customer Service Manager
• Communicate and coordinate with internal departments such as Finance and Warehouse
• Maintain systematic filing system in hard/softcopy in shared drive.
• Comply and support Environmental Health & Safety policies, company rules and regulations at all times
• Perform any ad-hoc assignment as required by the management.
  
  

EXPERIENCE THAT MATTERS: YOUR SKILLS & QUALIFICATION

• Possess Diploma/Bachelor’s Degree in any field
• Minimum 3 years of relevant call center customer service working experience
• SAP system experience
• Good interpersonal skills
• Able to handle tasks simultaneously
• Proficient in both written and spoken English
• Proficient in Microsoft Office (Word, Excel and PowerPoint)
  
  

WHAT WE OFFER: A FULFILLING WORKPLACE

• Learning culture where every employee is engaged in learning and development growth.
• Team programs and activities that celebrate individual and team’s success.
• Long service award recognition for our committed and dedicated colleagues.
• Health insurance and flexi-benefits cater for the employee’s health and wellness.
  
  

Is this you? Access your career at dormakaba today!

Diversity, Equity & Inclusion is part of our overall business and sustainability strategy. We consider all applicants equally throughout the whole recruitment process without regard to culture, age, ethnicity, gender identity, disability, marital status, language, national origin, physical/ mental ability, religion, sexual orientation, socio-economic status, underrepresented communities, etc. We do not use unfair selection methods for any of our positions, all employees are appointed based on performance and suitability for the role