Services
Pursuing Excellence with Professionalism, Dedication, and Team Spirit
Splendid Services
Hotline for Customer Contact & Enhanced Humanized Services
Regarding customer service, we take pride in surpassing our clients’ expectations. For instance, we have established a dedicated hotline to provide more humanised and efficient services.
This hotline utilizes WhatsApp for easy contact and customer communication, facilitating maintenance progress updates and prompt problem resolution. It makes customers feel genuinely cared for.
We occasionally conduct random sampling surveys to gauge customer satisfaction with our services. This serves as an effective measure to improve and optimize service quality based on customer feedback.
ERP System
Enhancing Customer Satisfaction, Improving Efficiency
As an outstanding authorized dealer, we utilize an electronic Enterprise Resource Planning (ERP) system for effective management and coordination. The ERP system brings the following advantages:
Electronic Documentation
Enables better customer management, allowing customers to inquire about repair information based on documents and providing more professional and personalized services.
Inventory Management
The ERP system helps track parts and inventory data, ensuring timely replenishment and preventing excess or shortages.
Business
Analysis
Analysing data from the system provides insights and guidance, facilitating wiser business decision-making.
SOP for Best Services and Lowest Risk
Apart from strict adherence to the client KPIs, we have formulated our own SOP (Standard Operating Procedure). For example, the maintenance staff must submit daily reports for individual cases to ensure no customers are ignored, and follow-ups are conducted on every case daily.
In addition, inventory checks and records are diligently performed every week to minimize the risk of missing parts. As a result, we have maintained an impeccable record with no instances of missing parts.
To achieve ideal management efficiency, we continue to optimize our internal and customer management SOPs, gaining valuable experience to deliver exceptional customer service continuously.
Superior Advantages
Dedicated, Eager to Contribute, Team Spirit for Excellence
The Genesis leadership, endowed with a rich background in computer, laptop and smartphone repair, are not only masters of superb technology but also possess good management expertise required of a customer service centre.
Our superior advantages are outlined below:
01
In terms of both management and technology, Genesis confidently meets the client’s KPI. Since 2018, we have consistently fulfilled ASUS’s monthly KPI requirements.
02
We are highly proficient in operating and managing customer service centres, handling the entire customer service process from A to Z. More importantly, we can open a new brand of customer service centre whenever we intend to.
03
Our professional team is proficient in repairing various brands of computers, laptops and smartphones. Boasting superb technology, we are fully qualified for professional maintenance commissions.
04
Well-prepared regarding human resources, we can deploy staff to open customer service centres of different brands anytime. Our technicians include skilled, semi-skilled, and friendly frontline customer service staff.
05
With abundant staffing, we can cooperate with new clients to open new customer service centres anywhere in Malaysia (including East Malaysia), as long as market conditions permit.
06
We maintain good active interaction and communication with the client, always ready to work at the client’s pace to deliver the best customer service.