Job Opening
Job Controller
CUSTOMER HAPPINESS
Located at Bukit Jelutong
Full TimeRole
Job Description
What you will do as a Job Controller?
About the Job
Monitor all warranty enquiries received from all available platforms and ensure each case is assigned to the appropriate Customer Service Representative (CSR) promptly.
Qualifications
- Minimum SPM / Diploma or equivalent
- Experience managing inbound and outbound calls across multiple channels (phone, WhatsApp, chat, email).
- Hands-on experience processing warranty cases, service orders, and refunds in accordance with company policies.
- Experience maintaining accurate system records for customer interactions, orders, and complaints.
- Proven experience handling first-contact resolution, escalations, and follow-ups.
- Experience coordinating end-to-end warranty delivery and following up with service partners or pitstops.
- Experience meeting call center KPIs such as SLA, CSAT, response time, attendance, and target.
Responsibilities
- Monitor all warranty enquiries received from all available platforms and ensure each case is assigned to the appropriate Customer Service Representative (CSR) promptly.
- Ensure all CSRs comply with the approved work schedule and break schedule to maintain operational efficiency and service coverage.
- Monitor and ensure CSRs perform warranty arrangement activities according to the established SOP and within the required timeline.
- Prepare and submit daily operational reports, including total warranty arrangements completed by each CSR, total follow-up activities performed by each CSR and overall team performance summary.
- Assist in handling inbound and outbound customer calls whenever operational support is required.
- Ensure all CSRs comply with floor instructions, operational guidelines, and work procedures established by the management.
- Coordinate and collaborate with the Stock & Logistics Unit to facilitate smooth battery transfer, transit, and warranty fulfilment processes.
- Escalate operational issues, risks, or service disruptions to the Head of Unit immediately for review and direction before raising any internal ticket.
- Monitor daily warranty operations to ensure service levels (SLA), response time, and work quality are consistently maintained.
- Support continuous improvement initiatives by identifying operational issues and recommending process improvements to enhance warranty fulfilment efficiency.
What we Offer
Details coming soon.
