Smith3D Hiring! Full Time Customer Service Executive in Federal Territory, Earn up to MYR 3,500 - Ricebowl

Smith3D is looking for a responsible and detail-oriented Customer Service Executive to join our team.

This role is suitable for someone who is good at communication, able to think critically, and can handle customer enquiries professionally across different platforms.

You do not need to be a 3D printer expert to apply. We have comprehensive internal guidelines, proper onboarding, and experienced team members to assist new staff during the learning process.

Job Responsibilities:

• Reply and manage customer enquiries through WhatsApp, Omni Chat, Email & E-commerce
• Assist customers with product enquiries, quotations, preorder enquiries, repair requests, warranty follow-ups, delivery updates and after-sales support
• Read, label and manage emails properly, including flagging emails that require action
• Keep emails or chats unread if unsure, and escalate to the correct person in charge
• Coordinate with internal teams including sales, repair, logistics, listing and management
• Prepare or assist with quotations for onsite service, training, warranty extension, print jobs and design jobs
• Follow up on purchase orders, preorder status, missed items, wrong shipment cases and customer complaints
• Monitor workshop registration and customer responses
• Update labels, Lark Kanban, internal tracking records and customer follow-up status properly
• Escalate complex cases to the correct team member when needed

Requirements:

• Good communication skills in English and Bahasa Malaysia
• Able to communicate in Mandarin, as the role involves supporting Mandarin-speaking customers and suppliers
• Fast typing speed and able to reply customers clearly and professionally
• Strong critical thinking and problem-solving skills
• Able to understand the actual issue even when customers explain unclearly, ask the wrong question, or misunderstand the product problem
• Detail-oriented and able to follow SOP, internal guidelines and escalation procedures properly
• Responsible, patient and professional when handling customers
• Able to work closely with sales, repair, logistics, listing and management teams
• Basic computer and admin skills required
• Customer service, ecommerce, admin or sales support experience is an advantage
• 3D printer knowledge is not required, but willingness to learn is important

What We Provide:

• Comprehensive onboarding guidelines for new staff
• Internal SOP and templates to reduce confusion
• Guidance from experienced team members during onboarding
• Training on product knowledge, repair flow, warranty process, preorder handling and quotation preparation
• Supportive team environment with clear escalation channels.

Job Type: Full-time

Pay: RM3,000.00 - RM3,500.00 per month

Application Question(s):

• Imagine a customer is frustrated because their 3D printer is not working properly and they have an urgent deadline. How would you handle the situation?
• How many years of customer service, customer care, ecommerce support, or admin support experience do you have?
• What's your expected salary?
• Are you willing to learn basic 3D printer product knowledge, warranty process, repair flow, preorder handling, and quotation procedures?

Experience:

• Customer Care Specialist: 1 year (Preferred)

Language:

• Mandarin (Preferred)

Work Location: In person