Customer Services Executive

About the role

Handle customer enquiries through phone calls, WhatsApp, social media, e-commerce platforms and other communication channels. Provide accurate information regarding products, prices, promotions, stock availability and order status. Assist customers with order placement, order tracking, exchanges, returns and refunds. Handle customer complaints professionally and provide appropriate solutions.

Key responsibilities

• Handle customer enquiries through phone calls, WhatsApp, social media, e-commerce platforms and other communication channels
• Provide accurate information regarding products, prices, promotions, stock availability and order status
• Assist customers with order placement, order tracking, exchanges, returns and refunds
• Handle customer complaints professionally and provide appropriate solutions
• Follow up on customer issues until they are properly resolved
• Coordinate with Sales, Warehouse, E-commerce, Logistics and Outlet teams to resolve customer-related issues
• Assist customers with product information and recommend suitable products when required
• Monitor and respond to customer messages within the company's required response time
• Maintain accurate records of customer enquiries, complaints, returns and resolutions
• Identify recurring customer issues and report them to the Supervisor or Management

Benefits

• EPF (Employees Provident Fund)
• SOCSO (Social Security Organisation)
• Annual Leave
• Medical Leave
• Public Holiday Entitlement
• Performance / KPI Incentive where applicable
• Other benefits according to company policy