CUSTOMER SERVICE OFFICER

Job Summary:

The Customer Relations Officer for Affiliate Programs is responsible for managing and nurturing relationships with affiliate partners to ensure the success and growth of the affiliate network. This role involves providing affiliates with support, guidance, and resources to maximize their performance and satisfaction. The CRO serves as the primary point of contact for affiliates, ensuring they receive prompt assistance, timely communication, and tailored solutions to help them achieve their goals.

Responsibilities:

• Guide new affiliates through the onboarding process, providing them with the necessary resources, and tools.
• Ensure affiliates understand the affiliate program’s guidelines, commission structures, and promotional materials.
• Respond promptly to affiliate inquiries, addressing questions about program policies, technical issues, and promotional strategies.
• Build and maintain positive, long-term relationships with affiliate partners to ensure their satisfaction and loyalty to the program.
• Act as a liaison between affiliates and internal departments (marketing, finance, compliance) to resolve issues and ensure a seamless experience.
• Regularly engage with affiliates to share updates, promotions, and performance feedback, while offering suggestions for improvement.
• Track and analyze affiliate performance metrics, including traffic generation, conversion rates, and commission earnings.
• Provide affiliates with detailed reports on their performance and offer personalized strategies to help them optimize their marketing efforts.
• Identify top-performing affiliates and collaborate with them to create joint initiatives to boost traffic and sales.
• Handle any disputes or concerns raised by affiliates regarding payments, commissions, or program compliance.
• Ensure affiliates adhere to the program’s terms and conditions, including ethical promotional practices and brand guidelines.
• Collaborate with the compliance team to address any violations or risks related to affiliate activities.
• Gather feedback from affiliates on their experience with the program and recommend improvements to enhance the affiliate experience.
• Work with internal teams to develop new promotional materials, incentives, and tools to assist affiliates in driving performance.
• Keep affiliates updated on changes to the program, new product launches, and other relevant information.

Requirements:

• Excellent interpersonal and communication skills, with a natural ability to build rapport and establish trust with customers.
• Strong problem-solving skills and the ability to think creatively to resolve customer issues.
• Focus on customer satisfaction and relationship building.
• Self-motivated and target-oriented, with a drive to meet and exceed customer engagement goals.
• Familiarity and proficiency in data entry.
• Ability to work independently as well as collaboratively within a team.

Preferred Qualifications:

• Experience in affiliate marketing, digital marketing, or e-commerce.
• Knowledge of affiliate tracking software (e.g., HasOffers, ShareASale, or CJ Affiliate).
• Proficiency with tools like Excel, Google Analytics, and CRM systems.

Key Competencies:

• Relationship management
• Problem-solving and critical thinking
• Attention to detail and organization
• Proactive and resourceful
• Technical proficiency in affiliate marketing tools

Working Location: Taman Johor Jaya, Johor Bahru

Job Types: Full-time, Permanent

Pay: RM1,600.00 - RM2,800.00 per month

Benefits:

• Additional leave
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Schedule:

• Day shift
• Monday to Friday

Supplemental Pay:

• Commission pay
• Performance bonus

Ability to commute/relocate:

• Johor Bahru: Reliably commute or planning to relocate before starting work (Required)

Education:

• STM/STPM (Preferred)

Experience:

• Customer Care Specialist: 1 year (Required)

Language:

• Bahasa (Preferred)