Retail Customer Service Cum Support Executive

The Retail Support Executive is responsible for providing essential support across various functions within the retail department. This includes customer service, order processing, event coordination, purchase requests, stock management, and assisting with the smooth operation of retail shop activities. The role requires excellent organizational skills, strong attention to detail, and the ability to work collaboratively with internal teams and external stakeholders.

Key Responsibilities:

1. Customer Service Support

o Handle and attend to customer calls related to inquiries, complaints, or requests.

o Assist in resolving customer issues related to products, returns, or services.

o Ensure customer satisfaction by providing timely and accurate information.

2. Purchase Requests and Orders (PR & PO)

o Manage purchase requests (PR) and purchase orders (PO) in a timely manner.

o Ensure proper documentation and accurate records are maintained for all orders.

o Coordinate with suppliers or vendors to ensure product availability and timely deliveries.

3. Event Coordination

o Assist in organizing and coordinating events such as the Weber Academy Class etc.

o Help with logistics, scheduling, and ensuring smooth execution of events.

o Prepare event folders with all necessary materials and information for participants.

o Provide support to retail shop teams, in-house chefs, ensuring they have all the resources

and assistance they need for the event.

o Register event participants, ensuring all details are accurately captured and communicated.

o Communicate with participants, retail shop teams, and other stakeholders to ensure they are informed and well-prepared for the event.

o Provide off-site support during the event to ensure everything runs smoothly and assist with any last-minute requirements.

4. Order Processing and Documentation Preparation

o Process orders promptly and ensure that all necessary documentation is prepared accurately.

o Ensure that order information is up-to-date and correctly reflected in the system.

5. Stock Returns & Shop-to-Shop Transfers

o Manage and process stock returns from customers or between retail locations.

o Facilitate stock transfers between shops and ensure inventory levels are updated

accordingly.

6. Maintain Customer Database Records

o Ensure customer information is accurately entered and updated in the database.

o Process data from warranty cards and ensure the details are captured correctly in the

system.

7. Retail Shop Support

o Provide ongoing support to retail shops in managing inventory, order fulfilment, and other operational tasks.

o Liaise with shop staff to ensure that customer needs are being met and resolve any

retail-related issues.

8. Team Assistance

o Provide assistance to the retail team as required, ensuring smooth operations and

collaboration.

o Assist in various ad hoc tasks to support the team’s objectives.

9. Weekend Event Support

o Standby on support weekend events, including assisting with event setup, customer

engagement, and ensuring all event activities run smoothly.

Expectations:

• Professionalism: Demonstrate professionalism and a positive attitude when interacting with customers, vendors, and team members.
• Attention to Detail: Maintain a high level of accuracy when processing orders, updating customer records, and preparing documentation.
• Customer-Focused: Strive to provide exceptional service to both internal and external customers, ensuring satisfaction in every interaction.
• Time Management: Be able to manage multiple tasks and meet deadlines efficiently, particularly during peak times.
• Team Collaboration: Work well with all team members, offering support where needed and sharing insights to improve processes.
• Adaptability: Be flexible and adaptable to changes in the retail environment and different event requirements.
• Proactive Approach: Take initiative in identifying areas for improvement, seeking solutions, and proposing enhancements to processes and services.

Qualifications:

• Previous experience in retail or customer service is preferred.
• Strong organizational skills and attention to detail.
• Excellent communication skills, both written and verbal.
• Ability to work in a fast-paced environment and handle multiple responsibilities.
• Proficient in Microsoft Office Suite and retail management software (or willingness to learn).
• Ability to work weekends and attend to event needs as required.

Job Types: Full-time, Part-time

Pay: RM1,374.04 - RM3,628.74 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Professional development

Work Location: In person