Customer Service Lead/Executive

Responsibilities: * Lead the customer service team in ensuring a high level of customer service standard in attending to customer enquiries, complaints, membership, etc., as according to the standard workflow and procedures. * To supervise, monitor and ensure operational activities at respective service counters are carried out as according to the required standard procedures and practices, ensure cases are follow-up accordingly until a case is resolved and closed. * Tackling complicated issues/complaints and implementing necessary improvement measures. * Driving new and dynamic CRM programs and initiatives for our existing and new members that build customer engagement and loyalty to increase repeat purchases, account retention and renewals. * Consolidate and provide data generation, campaign analysis and report reconciliation and compilation from CRM System, POS System, etc. on timely manner. * Execute and perform any task or assignment that may be assigned by the superior. Reporting to the Store Manager. Requirements: * Minimum Diploma in any related field. * At least 3 years of working experience managing a team in Customer Service, preferably in the retail industry. * Excellent command of both written and spoken English and Bahasa Malaysia. * Strong leadership skills with a positive attitude and good problem solving abilities. * Excellent interpersonal and communication skills and is able to work well with all levels of staff. * Able to work and follow retails shift working hours.