Z
ZN Capital Sdn. Bhd.
Customer Service
Skills
CRM
25 days ago
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Important information
Contract type:
Permanent
Salary:
MYR 21,600 – MYR 24,000 / year
Location:
Petaling Jaya, Selangor, Malaysia
Work mode:
Onsite
Published on:
28 September 2026
What they need
JOB SCOPE
- Handle daily customer enquiries via Meta, TikTok Shop and Shopee, ensuring timely and professional responses.
- Assist customers with product information, orders, delivery, returns, refunds, vouchers and promotions.
- Manage customer complaints, disputes and negative reviews professionally, with proper escalation when required.
- Coordinate returns and refunds with Operations and Finance teams and provide timely updates to customers.
- Monitor and maintain key customer service metrics, including response time, chat response rate and shop ratings.
- Maintain and update FAQs, standard response templates and customer service guidelines.
- Identify recurring customer issues and prepare reports to support improvements in customer experience.
- Support CRM activities, including customer data entry, segmentation, database updates and follow-ups.
- Assist with WhatsApp blasting, email/EDM campaigns and customer outreach.
- Manage and engage with the customer community group, responding to enquiries and monitoring engagement.
- Perform other ad hoc and cross-functional tasks as required by the business.
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