Full Time Service Advisor (AEON Bandaraya Melaka) Jobs, in Machines Melaka - Maukerja

Possess SPM, STPM or Diploma qualification in Business Administration, Operations Management, or a related field.

Proficient in English and Bahasa Malaysia, with good written and verbal communication skills.

Proficient in basic computer applications with the ability to quickly adapt to new systems and tools.

Minimum 1–2 years of working experience in administration, inventory control or service operations.

Strong administrative and organizational skills with excellent attention to detail and accuracy.

Strong problem-solving and critical thinking skills with the ability to resolve operational issues effectively.

Good communication and coordination skills with the ability to work effectively with internal teams and customer.

Experience in a service center, repair operations, technology-related industry, inventory management, parts handling, or service repair workflow will be an added advantage.

Ability to manage multiple tasks, prioritize workload, and meet required timelines in a fast-paced environment.

Strong sense of responsibility, ownership, and commitment to process compliance.

Willingness to learn new systems, processes, and operational requirements.

Welcome customers and understand their concerns regarding Apple devices or accessories.

Conduct first-level assessment, troubleshooting, and diagnosis using approved diagnostic tools and procedures.

Identify potential hardware, software, settings, or user-related issues and determine the appropriate next steps.

Check device condition, warranty/service eligibility, and applicable service requirements.

Create accurate service/job orders and maintain complete customer and service records.

Communicate customer-reported issues and diagnostic findings clearly to technicians when further technical consultation is required.

Work closely with technicians to clarify uncertain or complex cases and ensure accurate service recommendations.

Explain technical findings, repair requirements, service timelines, service Terms & Conditions, and applicable charges clearly to customers.

Obtain customer approval for chargeable repairs or services and coordinate the device handover in accordance with SOP, clearly explaining the service performed and relevant post-service information.

Handle difficult, dissatisfied, or demanding customers professionally and escalate complex cases when necessary.

Assist customers with device setup, data transfer, backups, software updates, account- related guidance, and basic troubleshooting.

Ensure customer devices are handled carefully and according to company procedures and service standards.

Maintain accurate documentation of service cases, diagnostic results, repairs, customer approvals, and communications.

Participate in training and coaching provided by the Service Trainer to continuously develop product knowledge, diagnostic skills, service procedures, and customer- service capabilities.

Maintain required customer satisfaction, service quality, and sales/service performance targets.