Customer Service Executive

Customer Service:

• Respond to customer enquiries via phone, email, social media platforms, online platforms, and other company communication channels, providing accurate information on products, services, promotions, appointments, and after-sales support.
• Handle customer feedback and complaints professionally, ensuring timely resolution in accordance with company guidelines.
• Schedule customer appointments and coordinate bookings as required.
• Escalate complex cases to the relevant departments and follow up to ensure issues are resolved effectively.
• Maintain the OWNDAYS brand image by delivering professional, courteous, and consistent customer service, ensuring high level of customer satisfaction
• Monitor customer interactions and identify opportunities to enhance the overall customer experience.
• Achieve customer service key performance indicators (KPIs) and maintain established service standards.
• Prepare and submit daily customer service reports and ensure records are accurate and up to date.

Ecommerce:

• Process and manage daily e-commerce orders accurately and efficiently.
• Respond promptly to customer enquiries received via email and other online communication channels related to e-commerce orders.
• Coordinate parcel packing, courier collection, and shipment arrangements to ensure timely order fulfilment.
• Liaise with the laboratory and retail stores regarding stock availability, lens preparation, and order fulfilment.
• Verify and reconcile daily online sales transactions and records.
• Follow up with customers via email or messaging platforms to obtain updated prescriptions or any additional information required to complete their orders.

Requirements:

• Candidates must be legally authorized to work in Malaysia.
• Proficiency in English, Malay and Mandarin is required
• Excellent written and verbal communication skills
• Hands-on, a multi-tasker who is detailed, patience, analytical and a problem solver

Working Hours:

• Monday - Friday, 9.30am - 6.30pm

Benefits:

• Annual Wage Supplement (AWS / 13th Month Salary) upon completion of one year of service
• Monthly loyalty allowance of RM100 for every completed year of service (up to 10 years)
• Annual leave starting from 10 days, with an additional 1 day for each completed year of service (up to 20 days)
• Annual complimentary spectacles