Agensi Pekerjaan IFORTE Hiring! Full Time Customer Service Executive in Federal Territory, Earn up to MYR 7,000 - Ricebowl

Job Purpose

Manage the ASEAN Customer Care Center and responsible for handling customer inquiries, service requests, and technical case coordination across ASEAN countries. The role ensures consistent customer experience, timely response, and high service quality through standardized, data-driven, and collaborative regional operations.

Key Responsibilities

1. Regional CCC Operations Management

• Lead the implementation and rollout of the ASEAN Service Hotline (GENESYS project), including workflow design, testing, and go-live coordination. (SG+ MY) [Share responsibility with MY/SG Operation Manager/CS head]
• Oversee daily CCC operations across ASEAN (Malaysia, Singapore, Vietnam, Philippines, Thailand, Indonesia).[Full responsibility]
• Implement and maintain service support processes such as registration, dispatch, spare part logistics, and service confirmation (SERVOR). [Full responsibility]
• Monitor case creation, assignment, and closure in P58 systems to ensure SLA compliance. [Full responsibility]
• Monitor and manage the P58 workpool, coordinating with commercial and logistic teams to ensure timely clearance. [Full responsibility]
• Coordinate closely with local field service, application, and technical teams for case resolution and escalation. [Share responsibility with country CS managers]
• Create and maintain the installed base, PM plans and manage UI process and completion [Full responsibility]
• Create internal & external PO [Full responsibility]

2. Customer Experience & Communication

• Maintain high-quality customer engagement via calls, emails, and digital platforms. [Share responsibility with country CS managers]
• Ensure communication protocols, escalation procedures, and notification flows are standardized and consistently followed. [Full responsibility]
• Drive continuous improvement in customer satisfaction across all markets. [Share responsibility with country CS managers]

3. Process Optimization & Systems Integration

• Streamline CCC workflows and ticket-handling processes across all ASEAN countries. [Full responsibility]
• Collaborate with IT and Operations to enhance system integration (Sentinel, SAP, SeSO, etc.). [Share responsibility with country CS managers]
• Identify automation opportunities and lead implementation of efficiency improvement projects. [Share responsibility with country CS managers & PM]

4. Reporting & Insights

• Track and report regional CCC performance metrics (SLA, response time, backlog, satisfaction rate). [Full responsibility]
• Provide monthly dashboards and trend analyses to ASEAN Service Management. [Share responsibility with ASN Service Operation Manager]
• Share insights on recurring issues and recommend preventive or process improvement actions. [Share responsibility with ASN Service Operation Manager]

5. Compliance & Quality Assurance

• Ensure adherence to Siemens policies, guidelines, and regulations. [Full responsibility]
• Support internal audits and quality management systems. [Full responsibility]
• Maintain transparency on organizational, process, and system maturity. [Full responsibility]

Requirements

Education & Experience

• Bachelor’s degree in Business, IT, Engineering, or equivalent.
• Minimum 7 years of experience in customer service or service operations, including at least 3 years in a managerial or regional role.
• Experience managing multi-country operations or shared service centers preferred.
• Background in diagnostic, automation, or IT-related industry is a plus.

Skills & Competencies

• Strong leadership, communication, and stakeholder management skills.
• Analytical and data-driven mindset with strong problem-solving ability.
• Proficient in CRM/ticketing tools (SAP, Salesforce, PROA, etc.).
• Fluent in English; additional ASEAN languages are an advantage.

Key Performance Indicators (KPIs)

• Case response and resolution time (SLA compliance)
• Customer satisfaction score (OSAT/NPS)
• Ticket backlog and accuracy rate
• Process improvement and automation implementation
• Timely clearance of P58 workpool
• Team performance and utilization

Pay: RM3,000.00 - RM7,000.00 per month

Benefits:

• Professional development

Application Question(s):

• Would you be okay with a 2-year contract role?
• Kindly state your expected salary.

Experience:

• Customer service: 1 year (Required)

Work Location: In person