Customer Service Representative

Duties & Responsibilities

1. Customer Interaction

• Respond promptly and professionally to customer enquiries via live chat, social media, email and other communication channels.
• Provide accurate and helpful information regarding products, orders, promotions and brand offerings.
• Assist customers with product-related enquiries, including basic skincare product information and usage guidance.
• Handle customer complaints, feedback and concerns with patience, empathy and a solution-oriented approach.
• Ensure a positive and consistent customer experience across all communication touchpoints.

2. Order & Service Management

• Coordinate with the Logistics and Warehouse teams on order processing, shipment tracking and delivery-related enquiries.
• Manage product exchanges, returns and refunds in accordance with company policies and procedures.
• Follow up on outstanding customer cases to ensure timely resolution.
• Record and monitor customer enquiries, complaints, feedback and relevant case details accurately.
• Escalate complex or sensitive customer issues to the appropriate team or supervisor when necessary.

3. Brand & Team Collaboration

• Work closely with the Marketing, E-Commerce, Operations, Logistics and Warehouse teams to resolve customer issues efficiently.
• Share customer feedback and insights with relevant teams to support product, service and operational improvements.
• Support campaign launches, promotional activities and new product launches by assisting with customer enquiries and post-purchase support.
• Maintain and uphold CLEF’s brand voice, service standards and communication guidelines across all customer touchpoints.

4. Continuous Improvement

• Maintain up-to-date knowledge of CLEF’s skincare products, brand offerings, promotions and policies.
• Identify recurring customer concerns and pain points, and provide suggestions for improving customer experience and service processes.
• Stay informed of common e-commerce and customer service practices to improve service quality.
• Maintain a positive, professional and solution-oriented attitude in a fast-paced environment.
• Perform any other duties and responsibilities assigned by the management from time to time.

Qualifications & Skills

• Diploma or Bachelor’s Degree in Business, Communications, Customer Service, Marketing or a related field.
• 1–2 years of experience in customer service, preferably within the beauty, skincare, retail or e-commerce industry.
• Excellent communication skills in Mandarin, English and Bahasa Malaysia, both written and verbal.
• Strong customer service and interpersonal skills with the ability to communicate effectively with different types of customers.
• Strong problem-solving skills with good attention to detail.
• Able to remain calm, patient and professional when handling customer complaints or challenging situations.
• Customer-first mindset with a genuine interest in skincare, beauty and helping customers.
• Good organisational and multitasking skills, with the ability to manage multiple customer cases simultaneously.
• Comfortable working independently as well as collaboratively in a team environment.
• Familiarity with e-commerce platforms such as Shopee, TikTok Shop or Lazada will be an added advantage.
• Proficient in basic computer applications and comfortable working with customer service systems and communication platforms.