Customer Experience & Affiliate Growth Specialist

KAPAS LIVING SDN. BHD.; Kuala Lumpur; On-site; MYR 40,000 - 58,000; Full time

Benefits offered by this job

Competitive salary

Career development

On‑the‑job training

Collaborative team

Employee discount

Wellness programmes

Flexible working

Job summary

KAPAS LIVING SDN. BHD. in Kuala Lumpur invites a Customer Service Executive to join our team full-time based in Taman Desa.

You will be the voice of the brand, handling inquiries across phone, email, chat and social media while supporting our network of affiliates and content creators. This hands-on role rewards problem solving, relationship building and helping customers enjoy our products. You’ll coordinate with marketing and e-commerce teams on promotions, onboarding affiliates, and tracking

Qualifications

• Strong written and verbal communication skills.
• Friendly, confident and comfortable communicating with customers, creators and new contacts.
• Excellent listening skills and the ability to understand customer needs and concerns.
• Proactive and comfortable reaching out to new people rather than waiting for enquiries to come in.
• Good relationship-building skills and the ability to maintain ongoing relationships with affiliates and creators.
• Ability to multitask and manage multiple conversations and follow-ups at the same time.

Responsibilities

• Handling incoming customer enquiries via phone, email, chat, social media and other communication channels in a professional and timely manner.
• Resolving customer complaints and issues with patience, empathy and efficiency.
• Providing accurate and helpful information about KAPAS Living products, promotions and services.
• Processing customer orders, returns, exchanges and refunds according to company procedures.
• Following up with customers to ensure their concerns have been fully resolved.
• Maintaining accurate customer records and documentation.
• Identifying and escalating more complex issues to senior team members or management when required.
• Actively identifying and reaching out to new affiliates and content creators who are a good fit for the KAPAS Living brand.
• Onboarding new affiliates and helping them understand our products, campaigns and affiliate programme.
• Building relationships with existing affiliates and regularly engaging them to encourage content creation and participation in campaigns.
• Monitoring affiliate activity and following up with inactive or high‑potential affiliates to improve performance.
• Coordinating with the marketing and e‑commerce teams on affiliate promotions, product launches and campaigns.
• Sharing recurring customer and affiliate feedback with management to help improve our products, processes and customer experience.
• Meeting customer service and affiliate‑related KPIs set by management.

Skills

Communication skills

Customer service

Affiliate management

E-commerce

Tools

CRM systems

Job description

KAPAS LIVING SDN. BHD. in Kuala Lumpur invites a Customer Service Executive to join our team full-time based in Taman Desa.

You will be the voice of the brand, handling inquiries across phone, email, chat and social media while supporting our network of affiliates and content creators. This hands-on role rewards problem solving, relationship building and helping customers enjoy our products. You’ll coordinate with marketing and e-commerce teams on promotions, onboarding affiliates, and tracking