Kerja Sepenuh Masa Technical Helpdesk, Gaji tinggi MYR 3,400 di Agensi Pekerjaan Ideal Reliance Federal Territory - Maukerja

Location: Kuala Lumpur
Contract Type: 12-Month Contract
Working Hours: 40 hours per week
Salary: Up to RM3,400

About the Role

We are seeking a proactive and customer-focused Technical Services & Customer Support Executive to support lubricant analysis services, digital service platforms, and technical enquiries. This role combines customer service, technical advisory, service administration, and operational coordination to ensure a high-quality customer experience while supporting business objectives.

The ideal candidate enjoys solving customer issues, coordinating with multiple stakeholders, and working in a technical service environment.

Key ResponsibilitiesService Administration

• Coordinate day-to-day lubricant analysis services, including customer registration, sample monitoring, and service follow-up.
• Work closely with Sales, Technical teams, and external laboratory partners to ensure smooth service delivery.
• Assist customers in selecting suitable laboratory testing services based on lubricant type, equipment application, and service requirements.
• Process ERP transactions, including service sales orders, billing-related activities, and material master maintenance.
• Monitor laboratory turnaround times and liaise with service providers to resolve delays or operational issues.
• Handle procurement-related activities such as purchase requisitions, goods receipt processing, and invoice discrepancy resolution.
• Investigate and resolve system interface issues between digital service platforms and ERP systems.
• Support customers with system onboarding, user access, and training for digital service applications.
• Serve as the primary contact for external service providers and laboratories.

Technical Support

• Respond to technical enquiries from customers, distributors, and internal sales teams.
• Recommend suitable lubricant products based on equipment type, operating conditions, product availability, and application requirements.
• Provide guidance using internal technical databases, product catalogues, and recommendation tools.
• Investigate product application concerns and escalate complex technical cases to the appropriate specialists.
• Manage technical enquiries submitted through digital platforms while gathering customer feedback to improve service quality.

Customer Support & Issue Resolution

• Record, investigate, and document customer complaints accurately, ensuring timely follow-up and escalation where required.
• Provide first-level support for customer enquiries and coordinate with relevant teams until issues are resolved.
• Maintain clear communication with customers throughout the resolution process.

Operational & Compliance Support

• Ensure work activities comply with HSSE requirements and relevant local regulations.
• Provide guidance on lubricant disposal practices in accordance with applicable legislation.
• Deliver services in line with established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Maintain high standards of accuracy, service quality, and process compliance.

Business Support

• Identify potential sales opportunities during customer interactions and refer qualified leads to the appropriate Sales Manager.
• Contribute to the continuous improvement of technical knowledge databases and lubricant recommendation resources.
• Support initiatives that enhance customer experience and operational efficiency.

Requirements

• Diploma or Bachelor's Degree in Engineering, Chemistry, Science, or a related discipline is preferred.
• 1–5 years of experience in technical support, customer service, helpdesk, or a similar customer-facing environment.
• Experience supporting technical products or industrial customers is an advantage.
• Familiarity with ERP, CRM, customer service platforms, or similar business systems.
• Good understanding of technical documentation, product specifications, and application data.
• Strong written and verbal communication skills in English. Additional language proficiency is an advantage.
• Good organisational skills with the ability to manage multiple priorities and meet deadlines.
• Strong problem-solving skills with the ability to identify issues, escalate appropriately, and follow through to resolution.
• Proficient in Microsoft Office applications.

Pay: RM3,000.00 - RM3,400.00 per month

Experience:

• technical helpdesk: 2 years (Required)

Language:

• English (Required)

Work Location: In person