Job Description

Job Title:

Senior Customer Service Executive

Job Scope:

To manage client communications, enhance customer satisfaction, support the sales team, and assist in B2B marketing initiatives. This role also includes occasional customer visits to strengthen relationships, support project discussions, and promote Euro-Tech’s services. 

Key Responsibilities:

1. Customer Relationship Management

• Serve as the point of contact for assigned customers, ensuring timely, professional communication and follow-up.
• Handle enquiries, complaints, and feedback to maintain high levels of customer satisfaction.
• Build and maintain long-term relationships with key clients, especially in the industrial sector.

2. Sales Team Assistance & Client Engagement

• Support the sales team in managing customer accounts, documentation, and job progress updates.
• Assist in arranging and attending client meetings, site visits, and technical briefings when required.
• Prepare necessary materials (e.g., service records, brochures, case studies) to support customer discussions during visits.

3. B2B Marketing & Brand Visibility

• Contribute to the execution of B2B marketing plans to reach target industries.
• Assist in preparing content for social media, company brochures, and promotional campaigns.
• Help coordinate and manage client engagement activities such as presentations, exhibitions, and factory tours.

4. Documentation & Compliance

• Maintain complete and organized records of customer communications, job histories, and service documentation.
• Ensure adherence to ISO 9001:2015 standards and internal SOPs related to customer service processes.
• Work with internal departments to ensure accurate information flow and timely document submission.

5. Reporting & Process Improvement

• Monitor and report customer service performance metrics, including feedback and satisfaction levels.
• Identify and recommend process improvements for better customer experience and internal coordination.
• Stay informed about industry trends and customer expectations to support continuous improvement.

6. Team Collaboration & Mentorship

• Collaborate closely with sales, service, and administrative teams to deliver seamless support to customers.
• Mentor junior staff in customer handling and service documentation best practices.
• Participate in internal meetings to provide feedback and share insights from client interactions.

Qualifications & Skills:

• Diploma or Degree in Engineering, Business or related field. (Mechanical engineering is a plus point)
• 3–5 years’ experience in customer service, industrial sales support, or B2B marketing.
• Familiarity with technical products or services (motors, gear units, rewinding) is preferred.
• Excellent communication skills in English and Bahasa Malaysia;
• Proficient in Microsoft Office,and basic digital marketing platforms.
• Proactive, well-organized, and comfortable with occasional client-facing responsibilities, including site visits.