Junior Customer Service Executive

Cooking Up a Better Future Together

At PichaEats, our mission is to create, sustain, and spread impact through our business, aiming to make the world a better place for refugees in Malaysia and beyond.

Our diverse and driven team values a willingness to learn and try new things. We're passionate about growth and creativity. If this resonates with you, you've found the right place.

It’s ambitious, but we believe that anything worth doing is worth doing well.

Job Description: Jr. Customer Service Executive

Role Overview:

As a Junior Customer Service Executive at PichaEats, you will be an integral part of our customer service team, responsible for providing exceptional support to our clients across various channels. Your role will involve addressing customer inquiries, resolving issues, and ensuring a positive experience with PichaEats products and services. You will collaborate with different departments to handle complex queries and contribute to the development of customer service procedures.

Responsibilities:

Respond to Customer Inquiries:

• Address customer inquiries promptly via phone, email, and live chat, ensuring timely and accurate responses.
• Ensure regular updates of the WhatsApp status on the PichaEats phone to keep customers informed and engaged.

Provide Accurate Information:

• Offer comprehensive information about PichaEats products and services to assist customers effectively.

Resolve Issues Efficiently:

• Handle customer issues, concerns, and complaints professionally, working to resolve them in a timely manner.

Collaborate with Departments

• Work with other departments to address complex customer queries and escalate issues when necessary.

Maintain Positive Interactions

• Uphold a positive and empathetic attitude in all customer interactions, contributing to a pleasant customer experience.

Document Interactions

• Keep detailed records of customer interactions, transactions, and resolutions, adhering to standard operating procedures.
• When inputting orders, you are responsible for managing the entire process. On the event/order day, if the customer has any questions or concerns, you will be their point of contact, ensuring all issues are addressed and the order is successfully fulfilled from start to finish.

Stay Informed

• Remain up-to-date with company policies, products, and services to provide current and accurate information to customers.

Identify Opportunities

• Recognize opportunities for upselling or cross-selling additional products and services to customers.

Develop Procedures

• Assist in the creation and maintenance of customer service procedures and guidelines to improve service delivery.

Assist the Sales Team Lead and Mentor Interns

• Learn to guide and support the sales team, providing leadership and fostering a collaborative and productive work environment.

Requirements:

• Previous experience in a customer service role is preferred but not required.
• Strong communication skills with the ability to interact professionally with customers.
• Positive and empathetic attitude towards customer service.
• Ability to document interactions accurately and follow standard procedures.
• Willingness to learn and adapt to new processes and tools.
• Ability to work effectively in a team and support team members.
• Proficiency in using communication tools such as phone, email, and whatsapp.
• Experience working in a food and beverage (F&B) setting is a bonus.

This role requires both independent initiative and team collaboration. You should be organized, quick to take action, and enthusiastic about growing both professionally and personally. If you're excited about making a real impact and being part of a dynamic, supportive community, we can’t wait to meet you. Here’s our advice if you decide to join us: Always remember, your daily efforts will be crucial to our larger mission. Fully commit to your role, knowing that even if results aren’t immediate, your hard work is vital for the strength and growth of our community.