Customer Service Executive (Warehouse)

Job Descriptions:

• Supports customers by providing helpful information, answering questions, and responding to complaints.
• Ensure that customers are satisfied with products, services, and features.
• Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer information.
• Patient, empathetic, and passionately communicative. Love to talk and understand the value of good communication skills.
• Able to stand in customers’ shoes and advocate for them when necessary.
• Ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
• Effectively and professionally manage customer queries (questions, concerns, complaints, requests, return& dispute and reviews) on the eCommerce channels and platforms we manage.
• Establish stronger customer relationships through courteous pre-sales services and post-sales follow-ups;
• Participate in learning programs, seminars, and classes for continuous knowledge gain on the latest industry trends and best practices.
• Any other duties as assigned by the management.

Customer Service Representative Qualifications / Skills:

• Customer service
• Quality focus
• Problem solving
• Documentation skills
• Phone skills
• Listening
• Resolving conflict
• Analyzing information
• Multi-tasking
• Generate sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies

Education and Experience Requirements:

• Minimum SPM graduate.
• Diploma or degree will be a plus,
• Good in English and Bahasa Malaysia. If know Mandarin is a plus.
• Familiar with Excel, experience using Lazada and Shopee’s systems is a plus.
• Previous experience, especially in E-commerce industry, preferred.
• Passionate about consumer experience, innovation, beauty, fashion, sports and E-commerce.

Job Type: Full-time

Pay: RM2,500.00 - RM3,500.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Schedule:

• Monday to Friday

Supplemental Pay:

• Commission pay
• Overtime pay

Application Question(s):

• Do you have notice period? How long will it be in days?
• What is your current salary package?
• How much will be your expected salary if you are shortlisted for this role?

Education:

• STM/STPM (Preferred)

Experience:

• Customer service: 1 year (Required)

Language:

• Mandarin (Preferred)

Work Location: In person