Customer Experience Specialist – Multi-Channel Support

MR.DIY Group (M) Berhad; Seri Kembangan; Hybrid; MYR 36,000 - 58,000; Full time

Job summary

MR.DIY Group (M) Berhad is seeking a proactive Customer Service representative to support multi-channel inquiries, resolve issues promptly, and maintain accurate logs using the Kapture system.

You will collaborate with Store and Warehouse teams, respond to customers via phone, email, live chat and social media, and help sustain high SLA, KPI, and CSAT targets in a fast-paced retail environment.

Qualifications

• Minimum degree in any field.
• Experience in customer service, call centre, retail, or related fields is an advantage.
• Good communication and interpersonal skills.
• Good customer service and problem-solving skills.
• Able to handle customer complaints, enquiries, and feedback professionally.
• Able to communicate through phone, email, live chat, social media, and messaging platforms.
• Able to work with Store, Warehouse, and other internal teams.
• Good at managing multiple tasks and prioritising work.
• Detail-oriented and able to maintain accurate records and reports.
• Familiar with Microsoft Office and customer service systems is an advantage.
• Able to work in a fast-paced environment and meet SLA, KPI, and CSAT targets.
• Positive attitude, responsible, and a good team player.

Responsibilities

• Provide professional and courteous customer service via Careline (telephone), Enquiry (email), Facebook Inbox, Live Chat, Google Review, WhatsApp.
• Handle customer complaints, feedback, compliments, enquiries, stock availability checks, and exchange/refund requests promptly and efficiently related to retail and online products.
• Accurately record and maintain comprehensive logs of customer queries, issues, and feedback using the Kapture system.
• Take ownership of customer issues, expediting resolution and following up until cases are closed; collaborate with internal teams as necessary.
• Consistently adhere to SOPs to ensure the Customer Service Department's alignment with the company's vision, mission, and objectives.
• Track and provide timely updates on parcel and order status upon customer requests.
• Collaborate effectively with Store and Warehouse teams to ensure efficient order management and resolution of service issues.
• Provide store support by interacting and responding to customer service matters via Skype/Google Space.
• Maintain orderly workflow by prioritizing tasks based on urgency and importance.
• Demonstrate flexibility by undertaking ad-hoc tasks as required.
• Actively contribute innovative ideas to enhance service quality and identify areas for improvement.
• Foster a positive and supportive customer service environment among colleagues, nurturing teamwork through encouragement and empowerment.
• Exhibit strong product knowledge, skills, and a positive attitude while consistently delivering high-quality customer service.
• Compile, update, and organize tracking files daily; ensure timely and accurate report submissions.
• Immediately report, update, and escalate urgent, crisis, or critical matters to the Superior.
• Ensure all individual and team performances meet SLA, KPI, and CSAT targets.
• Provide support to team members as needed.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Team player

Detail-oriented

Education

Degree in any field

Tools

Kapture system

Skype/Google Space

Microsoft Office

Job description

MR.DIY Group (M) Berhad is seeking a proactive Customer Service representative to support multi-channel inquiries, resolve issues promptly, and maintain accurate logs using the Kapture system.

You will collaborate with Store and Warehouse teams, respond to customers via phone, email, live chat and social media, and help sustain high SLA, KPI, and CSAT targets in a fast-paced retail environment.