Customer Service Executive | Mandarin Speaker | Ara Damansara

Job Overview: We are seeking a Customer Service Executive to handle second-level support for corporate and consumer products. You will serve as the primary point of contact for service requests, offer troubleshooting support, and ensure high levels of customer satisfaction while maintaining accurate records. What Will You Do: Act as the main point of contact for technical support regarding copier, printer, and scanner systems. Provide support for system issues over the phone or via email, diagnosing and resolving performance problems for users. Offer guidance on the appropriate actions to resolve system-related issues and provide accurate, understandable solutions. Log service requests with detailed information in the Enterprise System, ensuring proper tracking and updates. Identify critical issues and escalate them to the relevant team or department. Ensure customer issues are addressed or escalated appropriately, following through to resolution. Maintain high levels of customer satisfaction. Provide helpdesk support, including troubleshooting and follow-up calls to ensure issue resolution. Perform outbound follow-up calls to monitor system alarms and ensure resolution within the agreed time. Stay informed of internal policies, processes, and escalation paths to provide accurate information. Maintain a polite, patient, and courteous demeanor throughout all customer interactions. What Makes You A Good Fit: 1-2 years of technical support or helpdesk experience. Strong troubleshooting skills and knowledge of copier, printer, and scanner systems. Ability to handle high-pressure situations and manage multiple tasks efficiently. Excellent communication skills (written and verbal). Proficiency with call tracking tools and CRM systems. Problem-solving mindset with attention to detail. Customer-focused, with the ability to remain professional in challenging situations. What We Offer: Five working days per week with flexible shifts; night shifts are not required Sick leave and annual leave entitlement. KPI Allowance and medical insurance. 5 mins from Ara Damansara LRT station and a shopping mall. The office is located next to the housing area. Convenient for outstation candidates. Quarterly staff recognition and appreciation programs. Clear career progression: Customer Service Executive Senior Customer Service Executive Team Leader Senior Team Leader Assistant Manager Manager Senior Manager. Opportunity to transfer to preferred departments (e.g., Finance, Human Resources) after one year to take on new challenges .