Customer Service Executive

Company Overview

Lapasar is one of Malaysia's fast-growing startups and a Business-to-business (B2B) wholesale platform serving over 3,000 SMEs and corporations in Malaysia. The company emphasizes on FMCG goods distribution to thousands of retail clients throughout the country with their own warehousing, distribution, and financial services capabilities. The company is venture-backed, which results in aggressive growth and expansion targets, and a fast-paced working environment.

Role Description

A Customer Service Executive is a person who addresses the issues of the customers and provides them with relevant solutions. This position plays a vital role in the organization. The individual should be a communicative, attentive and patient team player who can address customers’ issues effectively and achieve customer satisfaction.

Job Description: Customer Service Executive

1. Customer Feedback and Issue Resolution:

• Serve as the internal support for salespeople by collecting and addressing customer feedback related to deliveries, product damages, and other concerns.
• Provide timely solutions and feedback to salespeople with clear timelines for resolution.

2. Logistics Coordination:

• Ensure all truck drivers are delivering goods on time and address any on-site issues that may arise. Optimize daily delivery schedules to ensure maximum efficiency and timely deliveries.
• Assist the transport team with failed delivery attempts and work to convince customers to ensure successful delivery.

3. Sales Support:

• Assist the sales team in solving internal credit limit issues for customers.
• Resolve internal delivery issues to support the sales team in meeting customer expectations.

4. Interdepartmental Coordination:

• Act as the bridge between Sales and all other departments such as inventory, operations, logistics, and finance.
• Facilitate effective communication and collaboration among departments to ensure smooth operations and address any cross-functional issues.

5. Customer Satisfaction:

• Conduct customer satisfaction surveys to gather insights and improve service quality.
• Implement strategies to enhance customer satisfaction and loyalty.

Requirements

• Proven customer support experience or experience as a Client Service Representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask, prioritize, and manage time effectively
• High school diploma or its equivalent

Relevant Skills

• Having strong conflict resolution skills
• Interpersonal skills include both nonverbal and verbal elements
• Effective multitasking abilities
• Problem-solving skills
• Strong communication skills
• Relationship-building skills

Job Types: Full-time, Permanent

Pay: RM2,800.00 - RM4,000.00 per month

Benefits:

• Free parking
• Health insurance
• Professional development

Schedule:

• Day shift

Application Question(s):

• How long is your notice period? (in days)
• How much is your expected salary? (in RM)

Experience:

• Customer service: 2 years (Required)

Expected Start Date: 10/14/2024