Key Responsibilities:

Customer Service Operations
-Supervise and manage customer service staff across assigned locations.
-Ensure timely and professional handling of customer inquiries, complaints, and service requests.
-Monitor service performance against KPIs and implement corrective actions where required.
-Maintain strong customer relationships, particularly in B2B environments.

Supervision & Coordination
-Schedule staff deployment and ensure adequate coverage at both Penang Island and Kulim sites.
-Act as the main point of contact between customers, operations, and technical teams.
-Conduct regular site visits, inspections, and service quality reviews.

Technical & System Support
-Possess a basic understanding of mechanical systems to support frontline troubleshooting and coordination with technicians.
-Use computer systems for reporting, customer records, scheduling, and internal communication.
-Ensure accurate documentation and timely submission of service reports.

Travel & Mobility
-Travel frequently between Penang Island and Kulim to support operations and customer needs.
-Ensure readiness to respond to urgent service or operational issues at either location.

Compliance & Improvement
-Ensure compliance with company SOPs, safety standards, and service guidelines.
-Identify opportunities for service improvement, process optimization, and customer satisfaction enhancement.