Overview

• Salary

  5,000 MYR ~ 8,000 MYR

• Industry

  Retail/Distribution(Fashion&Apparel), Retail/Distribution(Other)

• Job Description

  Job Responsibilities
  • Lead, supervise, and motivate the Customer Service team to deliver excellent customer service and achieve departmental objectives.
  • Oversee daily customer service operations to ensure enquiries are handled promptly, professionally, and in accordance with company service standards.
  • Handle customer and distributor enquiries via phone, email, WhatsApp, and face-to-face.
  • Resolve escalated customer complaints efficiently and professionally while maintaining customer satisfaction.
  • Supervise, coach, and develop Customer Service Officers to enhance their product knowledge, communication skills, and service performance.
  • Plan and assign daily tasks, monitor workload, and ensure efficient team operations.
  • Develop, review, and continuously improve Standard Operating Procedures (SOPs), workflows, and customer service processes.
  • Coordinate closely with internal departments to ensure smooth order processing, member services, and issue resolution.
  • Support distributors and members by providing accurate information regarding products, company policies, promotions, membership, incentives, and order-related enquiries.
  • Maintain accurate customer records and ensure all customer information is handled confidentially.
  • Monitor customer feedback, identify recurring issues, and recommend practical solutions to improve service quality and operational efficiency.
  • Prepare daily, weekly, monthly, and annual operational reports, customer service performance reports, and customer feedback analysis.
  • Prepare professional customer communications, including official announcements, notices, FAQs, letters, and email responses.
  • Oversee customer service operations for Headquarters, Penang Branch, and Sarawak Branch to ensure consistent service standards and operational excellence across all locations.
  • Supervise and support the Customer Service teams at the Penang and Sarawak branches, ensuring smooth daily operations and effective communication.
  • Monitor daily branch operations, including closing procedures and daily sales/cash tally, ensuring all transactions are accurately recorded and reconciled.
  • Oversee and manage the Company's e-Invoice process, ensuring timely issuance, accuracy, and compliance with regulatory requirements.
  • Act as the primary liaison between Headquarters and branch Customer Service teams by communicating company policies, operational procedures, promotions, system updates, and important announcements to ensure timely implementation.
  • Follow up with the Penang and Sarawak branches to ensure all updates, instructions, and operational changes are properly communicated, understood, and executed.
  • Assist branch Customer Service teams in resolving escalated customer enquiries, complaints, and operational issues promptly and professionally.
  • Ensure compliance with company policies, internal procedures, and relevant regulations.
  • Support Management with departmental improvement initiatives and other ad hoc assignments.
  
  AI & Digital Productivity
  • Utilize AI tools (e.g., ChatGPT, Microsoft Copilot, or equivalent) to improve work efficiency and service quality.
  • Use AI to draft professional emails, customer replies, reports, meeting minutes, SOPs, and internal documentation.
  • Analyse customer enquiries and feedback using AI tools to identify service trends and recommend process improvements.
  • Review and verify all AI-generated content to ensure accuracy, professionalism, and compliance with company policies.
  • Promote the adoption of digital tools and AI solutions within the Customer Service team to enhance productivity and customer experience.