The Senior Customer Service Executive is responsible for supporting the Team Leader in the day-to-day operation of the Customer Care team while continuing to perform core customer service responsibilities. The role acts as a key point of contact for agents, providing guidance, operational support, training, and escalation assistance while helping to ensure service levels, quality standards, and customer expectations are met.
This position requires the employee to be physically present at the KONE Business Services Office (PJ, Malaysia) on night shift, specifically to support the Australia and New Zealand regions.
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Analyze stock positions across internal inventories and distribution channels, assess business impact, and support inventory management activities.
Utilize order management and customer relationship management systems such as SAP, BOTs, Salesforce (SFDC), OCR technology and automation tools to improve operational efficiency and accuracy.
Ensure compliance with GxP regulations, SOPs, quality standards, documentation requirements, and audit readiness.
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Execute customer purchase order and coordinate deliveries for assigned customers and ensure smooth running of freight operation and documentations procedures.
Identify risks associated with different approaches of business process change in order fulfilment processes.
Implement business process improvement solutions to achieve effectiveness in customer service operations.
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Working Hours: Day Shifts Only (Monday - Saturday)
Handling inbound calls and email pertaining to customer general inquiries, complaints, comments, feedback, and other raising issues related to the company's products.
To exceed customers' expectations in terms of customer service & accurate information in terms of the Technical Support.
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Working Hours: Day Shifts Only (Monday - Saturday)
Handling inbound calls and email pertaining to customer general inquiries, complaints, comments, feedback, and other raising issues related to the company's products.
To exceed customers' expectations in terms of customer service & accurate information in terms of the Technical Support.
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