- Workplace
- Remote
- Department
- IT
- Source
- Freshteam
Description
Location: Sepang
Working hours: 12 Hours shift work (8pm – 8am)
Shift pattern 2 on 2 off
Job Requirements & Key Responsibilities:
- Responding & Handle AOG and Priority Requirements/Orders:
- Directly handle customer inquiries and sales support requests for critical parts or orders during after-hours and weekend shifts via email, phone, or chat.
- Process orders, quotes, and updates using CRM or ERP systems.
- Assist sales team with documentation, follow-ups, and lead tracking.
2) Customer Communication:
- Written and verbal communication in [English].
- Professional and courteous in high-pressure situations.
- Communicating with customers to clarify their needs, manage expectations, and provide updates on part availability and delivery.
3) Problem Solving:
- Locating and sourcing necessary parts from various sources, including company inventory, OEMs, or other airlines, and ensuring timely delivery to the customer. Professional and courteous in high-pressure situations.
- Identifying and resolving issues related to AOG requests, such as part availability and delivery challenges.
4) Documentation and Reporting:
- Maintain accurate records of communication, part sourcing, delivery information, issues resolved and transactions processed.
- Capable of troubleshooting customer issues or order problems independently.
- Escalate complex issues to appropriate departments when necessary.
- Provide shift handover reports to the day sales support team.
5) Availability & Flexibility:
- Must be available to work during non-standard hours, including evenings, weekends, and holidays.
- Ability to prioritize tasks, manage time effectively, and work independently & respond promptly to urgent sales-related requests outside normal business
Education:
- Diploma Marketing, Communications, or a related field (preferred but not always required).
Experience:
- 1–3 years in a sales support, administrative, or customer service role.
- Prior experience in after-hours or shift-based support is a plus.
Technical Skills:
- Proficiency in Microsoft Office (Excel, Word, Outlook) and CRM tools (e.g., SAP, IFS).
- Comfortable using remote work and communication tools (e.g., Zoom, Teams)..
Personal Attributes:
- Self-motivated and able to work independently.
- Strong attention to detail and organizational skills.
- Ability to multitask and manage time effectively
Skills
ExcelSAPCustomer ServiceERP
