Executive, Customer Service ( Office Hours)

Overview of the Position:

The position also supports departmental efficiency and contributes to the overall growth and stability of the network.

The role required to execute the below tasks and initiative:

• Manage end-to-end handling of customer and member inquiries across multiple channels (inbound calls, outbound calls, emails, and CSS tickets), ensuring complete resolution from first contact through to closure.
• Handle inbound calls professionally and efficiently, meeting defined service level targets.
• Conduct outbound calls for follow-ups, issue resolution, and member engagement.
• Respond to customer and member emails in a timely, accurate, and professional manner.
• Manage and resolve Customer Support System (CSS) tickets within established service level agreements (SLAs).
• Provide accurate information on the Company’s marketing plan, compensation structure, policies, and procedures.
• Collaborate with internal departments to ensure efficient issue resolution.
• Support company events, trainings, and member engagement activities when required.
• Undertake ad hoc assignments as directed by management.

To be successful in this role, we are expecting the below:

• At least 1-2 years of customer service experience preferably in the MLM/Direct Selling.
• Familiar with tools such as ticketing systems, CRM, Salesforce etc.
• Proficient in MS Office application (Words, Excel, PPT)
• Proficient in verbal & written English, Bahasa Malaysia & Mandarin or Cantonese are an added advantage as this role is required to deal with Mandarin-speaking stakeholders.
• Empathy, patience, effective problem-solving skills and negotiation skills.
• Service-oriented with positive mindset.
• Able to work independently with minimum supervision.
• Work location: Bukit Jalil (nearby Pavilion Bukit Jalil)
• Working days : Monday to Friday (9am - 6pm)