Customer Service Executive

About the role

This role has the responsibility to provide customer service-related support who requires good communication skills to handle customer complaints, provide appropriate solution & alternatives within the time limits & excellent in organizing & following up to ensure resolution. It is also expected to keep records of customer interactions via phone, in person or social media, process customer record and file document in organized manner. This role follows communication procedures, guidelines and policies, while taking extra miles to engage customers.

Key responsibilities

• Customer Support & Issue Resolution: Manage and resolve daily omnichannel customer inquiries (in-person, phone, email, social media), interview consumers to identify root causes of complaints, and coordinate with R&D for defect retrieval and preventative actions.
• Loyalty Program Management: Oversee the MamyPoko and PETPET loyalty programs by coordinating reward catalogs, resolving login/technical issues, fulfilling physical products and e-vouchers (TouchNgo, Shopee, Lazada), and managing monthly agency invoices.
• Reporting & Administration: Submit Monthly Product Complaint, E-commerce Review, and Customer Service SLA reports, alongside managing annual PPG point reporting and SGNIC SID renewals.
• Record Keeping: Keep detailed records of customer interactions, transactions, and complaints, while communicating with colleagues to provide feedback on process efficiency.
• Loyalty Management: Oversee brand loyalty programs, manage participant data, and fulfill physical or e-voucher rewards.

Job Requirements & Qualifications

Education & Languages

• Minimum Education: Diploma/Degree or equivalent certification holder or higher.
• Language Proficiency: Good communication skills in both written and verbal English, Chinese, and Bahasa Malaysia to effectively support a diverse customer base.

Technical Skills

• Software Proficiency: Good knowledge of MS Office, particularly Excel, along with strong overall computer literacy.
• Digital Tools: Experience creating and managing digital surveys (e.g., Jotform, Google Forms) and navigating e-commerce or CRM platforms.
• Automation & Tracking: Capable of setting up social media autoresponders, managing detailed daily interaction logs, and accurately reporting monthly KPIs.

Core Competencies & Experience

• Customer-Centric Attitude: Must maintain a positive, empathetic, and professional attitude toward customers at all times.
• Conflict Resolution: Requires strong communication skills to handle customer complaints, provide appropriate solutions, and offer alternatives within strict time limits.
• Organization & Follow-up: Excellent in organizing and following up to ensure full resolution of issues and keeping meticulous records of customer interactions.