Customer Experience Executive (Customer Service) - remote/WFH

Ksisters; Johor Bahru; Remote; MYR 100,000 - 150,000; Full time

Job summary

Ksisters, a K-Beauty and lifestyle company based in Singapore, is seeking a proactive Customer Service Associate located in Johor Bahru. The ideal candidate will address customer inquiries using various platforms while ensuring exceptional service and managing product delivery coordination. This role offers a flexible work environment and requires strong communication and collaboration skills to drive success within the team.

Qualifications

• Familiarity with Zendesk, Shopify, TikTok, and Shopee is a big plus.

Responsibilities

• Attend to customers' inquiries through phone calls, emails, and social media platforms.
• Follow up on all customer requests to ensure the brand provides the highest level of customer service in the industry.
• Assist customers with after-sales service issues, e.g., handle sales orders and exchanges/returns by collaborating with other departments.
• Manage customer complaints and initiate service recovery.
• Assist customers with Shopify custom orders.
• Provide customer service insights to the Ksisters team, e.g., customer suggestions/feedback, product restock.
• Liaise with courier partners to ensure smooth delivery.
• Liaise with stockists or partners on product delivery.
• Handle any other ad hoc duties as assigned.

Skills

Customer service skills

Communication skills

Problem-solving skills

Familiarity with Zendesk

Familiarity with Shopify

Familiarity with TikTok

Familiarity with Shopee

Job description

Ksisters is a K-Beauty, lifestyle, fashion company based in Singapore, seeking an independent, proactive, and fast learner. This role requires staying closely connected with the Singapore team to handle customer inquiries, ensure satisfaction, and oversee smooth operations in customer service. The ideal candidate will thrive in a flexible work environment while maintaining clear communication and strong collaboration with the team to drive success and deliver exceptional customer experiences.

Requirements

• Attend to customers' inquiries through phone calls, emails, social media platforms
• Familiarity with Zendesk, Shopify, TikTok, and Shopee is a big plus
• Follow up on all customer requests to ensure the brand provides the highest level of customer service in the industry
• Assist customers with after-sales service issues, e.g., handle sales orders and exchanges/returns by collaborating with other departments, manage customer complaints, and initiate service recovery
• Assist customers with Shopify custom orders
• Provide customer service insights to the Ksisters team, e.g., customer suggestions/feedback, product restock
• Liaise with courier partners to ensure smooth delivery
• Liaise with stockists or partners on product delivery, etc.
• Handle any other ad hoc duties as assigned