Customer Experience Specialist (1-Year Contract)

Uniqlo; Selangor; On-site; MYR 40,000 - 54,000; Part time

Job summary

UNIQLO Malaysia is seeking a Customer Service professional to deliver excellent experiences by handling enquiries, feedback, and complaints across multiple channels. You will serve as a liaison between customers and internal teams to ensure timely resolution and continuous improvement of the customer journey.

The role requires strong communication, a customer-centric mindset, and problem-solving abilities while upholding UNIQLO's service standards and brand values.

Qualifications

• Diploma or Degree in Business Administration or related field.
• 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.

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 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

Strong communication

Customer-centric thinking

Problem-solving

Education

Diploma or Degree in Business Administration or related field

Tools

CRM systems

Ticket management tools

Job description

UNIQLO Malaysia is seeking a Customer Service professional to deliver excellent experiences by handling enquiries, feedback, and complaints across multiple channels. You will serve as a liaison between customers and internal teams to ensure timely resolution and continuous improvement of the customer journey.

The role requires strong communication, a customer-centric mindset, and problem-solving abilities while upholding UNIQLO's service standards and brand values.