Associate, Customer Service

UNIQLO; Petaling Jaya; On-site; MYR 33,000 - 51,000; Full time

Job summary

UNIQLO is seeking a customer service professional in Petaling Jaya to deliver outstanding experiences across phone, email, live chat, and other channels. You will provide accurate product information, resolve issues, and maintain high service standards in a fast-paced retail environment.

The role emphasizes customer-centric problem solving, collaboration with Store Operations, E-Commerce, Logistics, and Marketing, and adherence to privacy and security requirements.

Qualifications

• Diploma or Degree in Business Administration or any related field.
• Minimum 2-3 years of experience in Customer Service, Contact Centre, E-Commerce Support, or related fields.
• Experience in retail, e-commerce, or customer support environments is preferred.

Responsibilities

• Respond to customer enquiries through phone, email, live chat, and other customer service channels.
• Provide accurate, professional, and timely information regarding UNIQLO products, services, promotions, and policies.
• Deliver a positive customer experience while maintaining service quality and response time targets.
• Investigate and resolve customer concerns, complaints, and escalated cases effectively.
• Work closely with relevant departments to identify root causes and implement appropriate solutions.
• Follow up with customers to ensure satisfactory resolution.
• Collect, analyse, and report customer feedback and Voice of Customer (VOC) insights.
• Identify recurring issues and recommend improvements to enhance customer satisfaction and operational efficiency.
• Support initiatives aimed at improving customer experience across all touchpoints.
• Collaborate with Store Operations, E-Commerce, Logistics, Marketing, Merchandising, and other departments to resolve customer issues.
• Act as a bridge between customers and internal stakeholders to ensure seamless communication and service delivery.
• Maintain accurate records of customer interactions using CRM systems and ticketing platforms.
• Monitor and update case statuses to ensure timely follow-up and closure.
• Adhere to company policies, service standards, and operational procedures.
• Ensure compliance with data privacy and information security requirements.
• Support ad hoc projects, reporting, and process improvement initiatives as assigned.

Skills

Communication

Customer-centric thinking

Problem-solving

CRM systems

Education

Diploma or Degree in Business Administration or related field

Tools

CRM systems

Job description

This role is responsible for delivering excellent customer experiences by handling customer enquiries, feedback, and complaints across multiple communication channels. The role serves as a key liaison between customers and internal stakeholders to ensure timely issue resolution, service excellence, and continuous improvement of the customer journey.

The incumbent is expected to demonstrate strong communication skills, customer-centric thinking, problem-solving abilities, and a commitment to upholding UNIQLO's service standards and brand values.

Responsibilities:

• Respond to customer enquiries through phone, email, live chat, and other customer service channels.
• Provide accurate, professional, and timely information regarding UNIQLO products, services, promotions, and policies.
• Deliver a positive customer experience while maintaining service quality and response time targets.
• Investigate and resolve customer concerns, complaints, and escalated cases effectively.
• Work closely with relevant departments to identify root causes and implement appropriate solutions.
• Follow up with customers to ensure satisfactory resolution.

Customer Experience Enhancement

• Collect, analyse, and report customer feedback and Voice of Customer (VOC) insights.
• Identify recurring issues and recommend improvements to enhance customer satisfaction and operational efficiency.
• Support initiatives aimed at improving customer experience across all touchpoints.

Cross-Functional Collaboration

• Collaborate with Store Operations, E-Commerce, Logistics, Marketing, Merchandising, and other departments to resolve customer issues.
• Act as a bridge between customers and internal stakeholders to ensure seamless communication and service delivery.

Customer Relationship Management

• Maintain accurate records of customer interactions using CRM systems and ticketing platforms.
• Monitor and update case statuses to ensure timely follow-up and closure.

Compliance & Administration

• Adhere to company policies, service standards, and operational procedures.
• Ensure compliance with data privacy and information security requirements.
• Support ad hoc projects, reporting, and process improvement initiatives as assigned.

Requirements:

• Diploma or Degree in Business Administration or any related field.
• Minimum 2-3 years of experience in Customer Service, Contact Centre, E-Commerce Support, or related fields.
• Experience in retail, e-commerce, or customer support environments is preferred.
• Familiarity with CRM systems and ticket management tools is an advantage.

Job Information:

Employment Type: 1-Year Contract

Working Arrangement: 5 working days per week with regular working hours (8.45am - 6.15pm)