Farmtrac Malaysia Hiring! Full Time CUSTOMER SERVICE EXECUTIVE in Selangor, Earn up to MYR 2,500 - Ricebowl

Key Responsibilities

1. Customer Service & Enquiries

• Handle customer enquiries through telephone calls, WhatsApp, email, social media, LiveLink and the company website.
• Respond professionally and promptly to enquiries relating to tractors, agricultural machinery, implements, spare parts, servicing, warranty and other company products.
• Understand customer requirements and provide appropriate product information and assistance.
• Follow up with customers to ensure their enquiries and issues are properly addressed.
• Maintain good customer relationships and provide a positive customer experience.

2. LiveLink System & Website Management

• Monitor and manage customer enquiries and leads received through the LiveLink system.
• Respond to LiveLink enquiries promptly and ensure no customer enquiry is missed.
• Record and update customer information, enquiry details, lead status and follow-up activities in the system.
• Monitor leads generated through the company website and ensure timely follow-up with potential customers.
• Coordinate with the Sales Team to assign and follow up on sales leads received through LiveLink and the website.
• Prepare basic reports on customer enquiries, leads, response status and follow-up activities.
• Identify recurring customer enquiries and provide feedback to the relevant departments for improvement.

3. Product & Sales Support

• Provide customers with basic information on tractors, agricultural machinery and implements, including product specifications, applications and availability.
• Assist the Sales Team in handling customer enquiries and preparing follow-up information.
• Forward qualified sales leads to the appropriate salesperson for further action.
• Follow up on quotations, product enquiries and customer requests where required.
• Assist in coordinating product demonstrations or customer appointments.

4. After-Sales Service Support

• Receive and record customer complaints, service requests and technical enquiries.
• Coordinate with the Service and Technical Teams regarding customer service issues.
• Assist customers with service appointment arrangements and follow-ups.
• Coordinate with the Spare Parts Department when customers enquire about spare parts availability, pricing or related matters.
• Follow up with customers after service or repair to ensure the matter has been properly attended to.

5. Warranty & Complaint Handling

• Receive and record warranty-related enquiries and complaints.
• Collect the necessary information and supporting documents from customers.
• Coordinate warranty cases with the Service/Technical and relevant departments.
• Keep customers updated on the progress of their cases.
• Maintain proper records of customer complaints, warranty cases and resolutions.

6. Customer Database & Documentation

• Maintain accurate and up-to-date customer records and contact information.
• Ensure all customer interactions, enquiries and follow-ups are properly documented.
• Prepare customer service reports and other reports as required by management.
• Maintain proper filing of customer-related documents and correspondence.

7. Internal Coordination

• Work closely with the Sales, Service, Spare Parts, Technical, Warehouse and Administration teams to resolve customer enquiries and issues.
• Escalate complicated customer complaints or technical matters to the appropriate department or management.
• Ensure customers receive accurate and timely information from the company.

Requirements

• Diploma/Degree in Business Administration, Customer Service, Marketing, Agriculture, Automotive, Engineering or a related field.
• Previous experience in customer service, sales support, automotive, machinery, agricultural equipment or a related industry will be an advantage.
• Good communication skills in English and Bahasa Malaysia. Mandarin or other languages will be an added advantage.
• Good telephone, email and written communication skills.
• Computer literate and comfortable using CRM systems, LiveLink, websites and Microsoft Office.
• Good organisational and follow-up skills.
• Able to handle multiple customer enquiries and tasks simultaneously.
• Customer-oriented, responsible, patient and able to work well with different departments.
• Willing to learn about tractors, agricultural machinery, implements and related products.

Pay: From RM2,500.00 per month

Benefits:

• Free parking
• Opportunities for promotion
• Professional development

Work Location: In person