Customer Service Executive

Job Summary

We are looking for a Customer Service Executive to join our Marketing team. You will be responsible for handling customer enquiries, feedback and complaints while coordinating with internal teams to ensure timely and appropriate resolution.

The role will also support customer engagement, CRM activities, customer database management and reporting to help us better understand our customers and continuously improve their experience.

Key Responsibilities

Customer Service & Complaint Handling

• Handle customer enquiries, feedback and complaints through WhatsApp, phone calls, email, social media and other customer service channels.
• Respond to customers professionally and ensure enquiries and complaints are attended to within the required timeline.
• Record, categorize and track customer enquiries and complaints using the designated tracking or ticketing system.
• Coordinate with outlets and relevant departments to investigate and resolve customer issues.
• Follow up on outstanding cases and ensure proper closure and documentation.
• Escalate serious, recurring or sensitive customer issues to the Manager or Management when necessary.
• Maintain accurate records of customer cases, actions taken and resolutions.

Customer Engagement & CRM Support

• Support customer engagement and CRM activities under the Marketing Department.
• Maintain and update customer information and databases accurately.
• Assist in customer communications, surveys, promotions and engagement activities.
• Support customer segmentation and preparation of customer lists for marketing campaigns where required.
• Assist in loyalty programme and other customer retention initiatives.
• Work closely with the Marketing team on activities aimed at improving customer satisfaction and engagement.

Reporting & Customer Insights

• Prepare weekly and monthly customer service reports, including number of enquiries, complaint categories, resolution status and outstanding cases.
• Monitor recurring customer complaints and highlight trends or areas requiring attention.
• Compile customer feedback and provide relevant insights to the Marketing Manager and other departments.
• Assist in tracking customer engagement and CRM-related activities.
• Maintain proper records and supporting data for Management reporting.

Internal Coordination

• Liaise closely with outlet operations, Marketing and other relevant departments to resolve customer-related matters.
• Follow up with respective PICs to ensure customer issues are addressed within the required timeline.
• Support improvements to customer service processes, complaint tracking and customer communication.
• Ensure customer information is handled appropriately and confidentially.
• Perform other customer service or Marketing-related duties assigned by the Manager or Management.

Requirements

• Diploma or Degree in Business Administration, Marketing, Mass Communication, Customer Service or a related field.
• At least 1 year of working experience in Customer Service, Customer Experience, Retail, Marketing or a related role is preferred.
• Fresh graduates with good communication and interpersonal skills are encouraged to apply.
• Experience in retail, supermarket, FMCG, e-commerce, call centre or other customer-facing environments will be an added advantage.
• Good written and verbal communication skills in English and Bahasa Malaysia. Additional languages will be an advantage.
• Basic proficiency in Microsoft Office, particularly Excel, for tracking and reporting purposes.
• Experience with CRM, ticketing systems or customer databases is an added advantage but not mandatory.
• Customer-oriented with good interpersonal and problem-solving skills.
• Able to handle customer complaints calmly, professionally and tactfully.
• Organised and detail-oriented with good follow-up skills.
• Able to coordinate with different departments and manage multiple customer cases.
• Comfortable working in a fast-paced retail environment.
• Willing to support customer or Marketing activities on weekends or outside normal working hours when required.

Pay: From RM3,000.00 per month

Work Location: In person