Customer Experience Executive

RPG Commerce; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading omni-channel company in Selangor is looking for a Customer Experience Executive. This role involves providing premium support across various channels and resolving customer inquiries effectively. Candidates should possess a diploma or degree and have strong communication skills in English and Bahasa Malaysia. A background in contact center operations is advantageous. The position requires patience, attention to detail, and the ability to work independently in a dynamic environment.

Qualifications

• Excellent communication skills in English and Bahasa Malaysia.
• Ability to work independently in a fast-paced environment.
• Experience in multi-channel contact center operations is a plus.

Responsibilities

• Handle inbound customer contacts regarding enquiries and complaints.
• Exceed customer expectations in service delivery.
• Take ownership of customer inquiries and ensure resolution.
• Coordinate service recovery efforts to ensure customer satisfaction.

Skills

Customer service excellence

Verbal and written communication in English

Patience and professionalism

Critical thinking

Attention to detail

Education

Diploma or Degree in any field

Job description

Founded in 2017, RPG Commerce is a leading direct-to-consumer (DTC) omni-channel company dedicated to building cutting‑edge everyday essentials. With an in‑house portfolio ranging from innovative active wear to home and living products, RPG currently carries an in‑house brand portfolio of brands, including Montigo, OiYO by Montigo, and Casebang.

Recently securing a Series B funding round of RM127 million, RPG Commerce has over 100 employees in KL, Singapore and Philippines who work everyday to develop, design and produce high‑quality products all over the world. To find out more, please visit https://www.rpg.ventures/.

About The Job

A Customer Experience Executive provides premium customer support to all customers. This support is provided by either email, live chat, social media, etc, which includes direct contact with the customers. This role is also responsible to attend the incoming enquiry from customers, identify the problems and assist to solve the problem by providing the right solution. Respond to customer complaints in a professional manner and attempt to resolve complaints successfully in accordance with established guidelines.

Job Responsibilities

• Handling all inbound contacts pertaining to customer general enquiries, complaints, comments, feedbacks and raising issues related to the company products (channels: email, livechat, social media, etc).
• Exceeding customer expectations in terms of customer service and accurate information.
• Deliver the best service to customers to ensure the highest customer satisfaction with the right procedures.
• Accountable for meeting individual (KPIs) and team goals.
• Take ownership and ensure the successful resolution of customer enquiry, request, feedback, appeal and complaint.
• To coordinate service recovery efforts with process owners to ensure timely resolution and customer satisfaction.
• Any others and responsibilities that may be assigned from your superior from time to time for the effective implementation , maintenance and continual improvement of the NPS.

What You Need To Have

• Candidates must possess at least a Diploma or Degree, in any field.
• Maintain a high level of customer satisfaction whilst maintaining a professional manner.
• Be familiar with all policy, processes, and product knowledge and escalation paths.
• Remain polite, patient and courteous with customers throughout the experience.
• Excellent verbal and written communication skills in English, Bahasa Malaysia; Mandarin is an added advantage.
• Excellent listening skills, critical‑thinker with attention to detail.
• Pleasant personality with good communication skills.
• Ability to work independently in a fast‑paced environment.
• Ensure all follow ups are done in a timely manner.
• Ensure all SLA’s are met appropriately.
• Experienced in multi‑channel Contact Center / BPO operations is an added advantage.
• Able and willing to work on a rotational shift pattern.
• Fresh graduates are encouraged to apply.

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