- Kuala Lumpur Federal Territory Malaysia
Glory Global Solutions Hiring! Full Time Service Commercial Executive in Federal Territory - Ricebowl
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Job Description
Responsibilities
Description
The Service Commercial Executive is one of the main pillars of the service team, the role takes responsibility for the timeliness of maintenance contract renewal and the general service operation work, including creating work orders, quotations, purchase orders, security pass clearance applications, orders etc.
Key Responsibilities
Maintenance contract renewal
- Prepare maintenance contract renewal in time, taking into consideration of the price negotiation and administrative process time requirement.
- Preparing quote and follow-up for contract signature
- Handle customers’ enquiries
- Prepare monthly renewal report
- Maintain up-to-date customer and equipment details in the system.
Service operation
- Prepare service quotes and purchase orders
- Follow up for quote approvals
- Issuing RMA
- Work order management (create, follow up, close)
- Final check after contract generation
- Update system records
- Planning of service schedule
- Track and analysis of service KPI
- Participate in continuous process improvement
Customer Experience
- Managing call centre promptly
- Identifying customers’ needs and clarifying information
- Maintaining service database and generating reports
- Build sustainable relationships and engage customers by taking the extra mile
- Determining the quickest, most effective ways to answer a client’s or customer’s questions
- Escalating queries and concerns, when necessary
- Troubleshooting common issues with products or services
- Applying for security pass clearance for service team members
- Follow-up with the customers as part of feedback collection
- Other admin tasks as needed.
Skills, Knowledge & Expertise
Qualifications
- Minimum Diploma or Degree in any discipline
- Fluent in conversation English, additional languages will be a plus
Experience
- Minimum 2 years of similar experience in a service environment
- Experience and comfortable in using ERP software (JDE, Oracle, SAP, etc..)
- Familiar with fast-paced service operation environment
- Experienced in owning Net Promoter Score (NPS) process will be a major plus
Skills and Attributes
- Excellent communication (written and verbal) and interpersonal skills
- Ability to work independently with a problem-solving initiative attitude
- Strong customer service orientation is a must
- Composed, organized, and persistent with the ability to handle difficult customers with sound judgement power
- Intermediate level of MS Excel is required, such as able to do minimally pivot table, vlookup etc.
- Willing to learn and grow mindset
- Cheerful and outgoing personality
About GLORY
Global Leaders in Customer Experience Automation
With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes.
Why Join Us
Why Join Us
Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.
Glory Values
Glory Values
The Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect.
- Customer Delight. We put our customers first.
- Integrity. We do the right thing, always.
- Innovation. We embrace new challenges and share the future.
- Speed. We move fast, that’s how we stay ahead.
- Diversity & Respect. We value the strength in our differences.
- Teamwork. We succeed together.
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