Customer Relations Executive

KHIND Malaysia; Kuching; On-site; MYR 39,000 - 61,000; Full time

Job summary

KHIND Malaysia is seeking a Customer Relations Executive to serve as a key touchpoint between customers and the business. You will engage with customers across WhatsApp, phone, email, social media, and leading e-commerce platforms to help them find the right products, resolve issues, and enjoy a seamless shopping experience.

This role offers hands-on exposure to E-commerce, marketplace operations, Rent-to-Own, order fulfilment, after-sales service, and customer experience improvement,

Qualifications

• Experience in customer service or customer relations
• Familiarity with multi-channel communication (WhatsApp, phone, email, social media)
• Ability to guide customers through purchasing journeys and resolve issues
• Collaborative with internal teams to improve processes

Responsibilities

• Be the first point of contact for customers via email, inbound calls, WhatsApp, social media, and marketplace chats (Lazada, Shopee, Zalora, TikTok, PG Mall)
• Respond to enquiries promptly with accurate information and practical solutions
• Understand products, services, promotions and digital platforms to guide customers throughout their purchasing journey
• Assist customers with product recommendations, pricing enquiries, online purchases, order status and payment-related matters
• Monitor and respond to customer comments and messages across social media to maintain positive engagement
• Handle complaints professionally and ensure timely follow-up until resolution
• Collaborate with Sales, Commercial, Technical Support, Warehouse and other internal teams to resolve issues
• Follow up on pending payments, orders, and service cases with proper records
• Develop understanding of Rent-to-Own and E-commerce operations including order processing and after-sales procedures
• Provide feedback to improve product descriptions and customer communications

Job description

Are you someone who enjoys connecting with people, solving problems, and making a difference in the customer experience?

We are looking for a Customer Relations Executive to join our team and become one of the key touchpoints between our customers and the business. In this role, you will interact with customers across WhatsApp, phone, email, social media, and leading e-commerce platforms, helping them find the right products, resolve issues, and enjoy a seamless shopping experience.

This is more than just answering customer enquiries - you will gain hands-on exposure to E-commerce, marketplace operations, Rent-to-Own, order fulfilment, after-sales service, and customer experience improvement.

What You'll Be Doing

• Be the first point of contact for customers through email, inbound calls, WhatsApp, social media, and marketplace chats including Lazada, Shopee, Zalora, TikTok and PG Mall.
• Respond to customer enquiries promptly and professionally, providing accurate information and practical solutions.
• Understand our products, services, promotions and digital platforms so you can confidently guide customers throughout their purchasing journey.
• Assist customers with product recommendations, pricing enquiries, online purchases, order status and payment-related matters.
• Monitor and respond to customer comments and messages across social media platforms, contributing to positive online engagement and community management.
• Handle customer complaints and service issues professionally, taking ownership of cases and ensuring timely follow-up until resolution.
• Work closely with Sales, Commercial, Technical Support, Warehouse and other internal teams to resolve customer issues efficiently.
• Follow up on pending payments, orders, service cases and other outstanding customer matters while keeping proper records and tracking progress.
• Develop a strong understanding of our Rent-to-Own and E-commerce operations, including order processing, invoicing, delivery, payment and after-sales procedures.
• Work closely with the Commercial team to improve product descriptions, customer communications and online shopping experiences based on customer feedback.
• Identify recurring customer pain points and recommend process improvements to enhance customer satisfaction and operational efficiency.
• Build positive relationships with customers by listening actively, understanding their needs and providing a personalised service experience.
• Ensure all customer interactions comply with company policies, procedures and service quality standards.

Location: Lorong Wan Alwi 5, Q112B, 93350 Kuching, Sarawak