Customer Experience Specialist

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. 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 - RM3,000.00 per month Benefits: Opportunities for promotion Schedule: Monday to Friday Weekend jobs Supplemental Pay: Attendance bonus Performance bonus