Customer Service Executive

Key Responsibilities:

• Provide professional and courteous customer service via:

  • Careline (telephone)
  • Enquiry (email)
  • Facebook Inbox
  • Customer Feedback Survey (E-Form)
  • Live Chat
  • Google Review
  • WhatsApp

• Handle customer complaints, feedback, compliments, enquiries, stock availability checks, and exchange/refund requests promptly and efficiently related to retail and online products.

• Accurately record and maintain comprehensive logs of customer queries, issues, and feedback using the Kapture system.

• Take ownership of customer issues, expediting resolution and following up until cases are closed; collaborate with internal teams as necessary.

• Consistently adhere to SOPs to ensure the Customer Service Department’s alignment with the company’s vision, mission, and objectives.

• Track and provide timely updates on parcel and order status upon customer requests.

• Collaborate effectively with Store and Warehouse teams to ensure efficient order management and resolution of service issues.

• Provide store support by interacting and responding to customer service matters via Skype/Google Space.

• Maintain orderly workflow by prioritizing tasks based on urgency and importance.

• Demonstrate flexibility by undertaking ad-hoc tasks as required.

• Actively contribute innovative ideas to enhance service quality and identify areas for improvement.

• Foster a positive and supportive customer service environment among colleagues, nurturing teamwork through encouragement and empowerment.

• Exhibit strong product knowledge, skills, and a positive attitude while consistently delivering high-quality customer service.

• Compile, update, and organize tracking files daily; ensure timely and accurate report submissions.

• Immediately report, update, and escalate urgent, crisis, or critical matters to the Superior.

• Ensure all individual and team performances meet SLA, KPI, and CSAT targets.

• Provide support to team members as needed.

Requirements:

• Minimum Degree in any field.
• Experience in customer service, call centre, retail, or related fields is an advantage.
• Good communication and interpersonal skills.
• Good customer service and problem-solving skills.
• Able to handle customer complaints, enquiries, and feedback professionally.
• Able to communicate through phone, email, live chat, social media, and messaging platforms.
• Able to work with Store, Warehouse, and other internal teams.
• Good in managing multiple tasks and prioritising work.
• Detail-oriented and able to maintain accurate records and reports.
• Familiar with Microsoft Office and customer service systems is an advantage.
• Able to work in a fast-paced environment and meet SLA, KPI, and CSAT targets.
• Positive attitude, responsible, and a good team player.