Customer Service Executive

Looking for a customer-oriented and empathetic Customer Service Executive to manage customer inquiries, orders, and after-sales support for our baby and mothercare products.

ROLE AND RESPONSIBILITIES:

 I.  Primary Responsibility:

Customer Support:

• Handle customer inquiries via phone, email, live chat, and social media.
• Provide accurate product information (usage, materials, safety guidelines).
• Assist customers with order placement, tracking, and payment issues.
• Resolve complaints professionally and within SLA.

Order & After-Sales Management:

• Monitor order status and coordinate with warehouse/logistics on delivery issues.
• Manage returns, exchanges, refunds, and claims.
• Escalate quality or safety concerns promptly to the relevant department.
• Ensure accurate documentation of cases in CRM system.

Marketplace & E-commerce Support:

• Work closely with platform PICs to respond to messages on platforms such asShopee, Lazada, and Tiktok.
• Provide manual order processing support for customers with platform issues.
• Resolve escalated customer complaints by liaising with relevant teams (warehouse, logistics, finance) to find effective solutions.
• Maintain accurate records of customer interactions, transactions, and feedback.

Reporting & Insights:

• Gather and analyze customer feedback to identify trends and areas for improvement.
• Prepare regular reports and provide insights to management to drive service enhancements.
• Track and report on key KPIs, including response time, resolution time, and customer satisfaction scores

Cross-Functional Coordination:

• Work closely with warehouse and operations teams to ensure timely fulfillment.
• Coordinate with marketing team for campaign-related inquiries.
• Align with brand team on product information and communication scripts.

II. Secondary Responsibility:

Expo & Event Support:

• Provide operational support for expos and events, including front-end (on-site presence) and back-end (stock count and BAU continuity).
• Assist in managing customer-facing communications during product launches and promotional campaigns.

System & Continuous Improvement:

• Maintain accurate CRM records and suggest improvements to CRM and ticketing systems.
• Assist in onboarding and training new team members or temporary staff.
• Collaborate with internal teams to enhance the customer experience and identify opportunities for process improvement.

Additional Tasks:

• Assist with ad hoc tasks, such as checking quotations, data collection, and preparing reports as requested by management.

• Education: Diploma or Degree in Business Administration, Communications, or related field.
• Experience: 1–3 years of experience in Customer Service (e-commerce experience preferred).
• Technical Skills: Proficiency in Microsoft Office (Excel, Word); experience with CRM systems is an advantage.
• Soft Skills: Good command of English and Bahasa Malaysia; Mandarin is a plus (especially for dealing with China-based suppliers).
• Detail-oriented, proactive, and a strong team player.

Please note that this is not an exhaustive list and the specific responsibilities of the role may vary depending on the Company needs and priorities.