Customer Service

MR DIY TRADING SDN BHD; Seri Kembangan; On-site; MYR 30,000 - 42,000; Full time

Job summary

MR DIY TRADING SDN BHD is seeking a dedicated Customer Service professional in Selangor. You will handle inquiries across phone, email, social media, and live chat, log issues in Kapture, and resolve complaints efficiently.

You will collaborate with Store and Warehouse teams to ensure smooth order management and timely updates on parcel status. The role requires a minimum degree, strong communication skills, and the ability to manage multiple tasks while maintaining accuracy and a positive,

Qualifications

• Minimum degree in any field.
• Experience in customer service, call centre, retail, or related fields is an advantage.
• Good communication and interpersonal skills.
• Able to handle customer complaints, enquiries, and feedback professionally.
• Able to communicate through phone, email, live chat, social media, and messaging platforms.

Responsibilities

• Provide professional and courteous customer service via Careline (telephone), Enquiry (email), Facebook Inbox, Live Chat, WhatsApp, and other channels.
• Handle customer complaints, feedback, enquiries, stock availability checks, and exchange/refund requests promptly and efficiently related to retail and online products.
• Record and maintain 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.
• Adhere to SOPs to ensure the Customer Service Department’s alignment with the company’s vision, mission, and objectives.

Skills

Communication skills

Interpersonal skills

Problem solving

Customer service

Multitasking

Education

Bachelor's degree or any field

Tools

Microsoft Office

Job description

Key Responsibilities:

• Provide professional and courteous customer service via:
• Careline (telephone)
• Enquiry (email)
• Facebook Inbox
• Customer Feedback Survey (E-Form)
• 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 escal**t** 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.

Requirements:

• 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 in 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.