Customer Experience Specialist

Job Summary:

Customer Experience Specialist is of great significance to OilyPod. A person in this position will engage in sales & resolve any emerging problems that our customers might face with accuracy and efficiency. Responding efficiently to customer inquiries and maintaining high satisfaction throughout the customer experience.

Essential Functions:

• Provide happy, helpful and professional customer service via the following channels; Social media (Facebook, Instagram, TikTok, etc), email, website chat, WhatsApp, phone call, Shopee, Lazada, etc.
• Research to resolve problems promptly and courteously
• Respond to customer concerns in a professional manner
• Make safe and appropriate oily recommendations to customers when asked
• Respond with correct grammar
• Document and follow-up on all customer service issues
• Process manual orders, returns, refunds, credits, replacement orders and loyalty points
• Stay updated on brand product knowledge
• Know and understand company's e-commerce, operations, ordering, products, shipping policies.
• Contact other platform’s customer service such as Shopee and Lazada should any issue arise.
• Communicate with courier services regarding problematic parcels until they are resolved.
• Communicate with brand's aromatherapists and customer service department to resolve customers questions and concerns.
• Proactively communicate with the internal team to help improve customers experience especially when customers leave feedbacks and make requests.
• Respond to customers outside office hours remotely, for certain online platforms, within a more lenient timeframe.
• Livestreaming on social media

Required Experience and Qualifications:

• Proven customer service experience
• Strong communication and active listening skills
• Ability to multi-task, prioritize, and manage time effectively
• Strong communicator - must be fluent in English and Bahasa Malaysia
• Knowledge of proper grammar and spelling
• Strong computer and organizational skills
• Ability to work as a team and individually
• Self-motivated and willing to learn new tasks and knowledge

Preferred Qualifications:

• Ability to type 50-60 WPM
• Knowledgeable in aromatherapy and essential oils - being an aromatherapist or possessing any aromatherapy certification is a bonus
• Fresh graduates with interest in aromatherapy are welcome to apply

Job Types: Full-time, Permanent, Fresh graduate

Pay: RM2,000.00 - RM2,500.00 per month

Benefits:

• Opportunities for promotion

Schedule:

• Monday to Friday
• Weekend jobs

Supplemental Pay:

• Attendance bonus
• Performance bonus

Ability to commute/relocate:

• Bukit Jelutong: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Do you have interest/passion in aromatherapy?
• Would you describe yourself as an extrovert person?

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Customer Experience Specialist: 1 year (Preferred)

Language:

• English (Preferred)
• Bahasa (Preferred)