Customer Service

MR DIY Malaysia; Seri Kembangan; Sur place; MYR 28 000 - 39 000; Plein temps

Résumé du poste

MR DIY Malaysia is seeking a diligent Customer Service professional to deliver courteous support across Careline, email, social media, live chat and messaging platforms. The role involves logging queries in Kapture, owning and expediting resolutions, and ensuring timely updates on orders and parcel statuses.

You will collaborate with Store and Warehouse teams, maintain documentation, and uphold SOPs while delivering high‑quality service in a fast-paced 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.
• 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.
• Detail‑oriented and able to maintain accurate records and reports.
• Familiar with Microsoft Office and customer service systems is an advantage.

Responsabilités

• Provide professional and courteous customer service via Careline, Enquiry, Facebook Inbox, Live Chat, WhatsApp, and other channels.
• Record and maintain logs of customer queries and feedback using the Kapture system.
• Take ownership of customer issues and follow up until cases are closed.
• Adhere to SOPs to align with company vision, mission, and objectives.
• Track parcel and order status and provide timely updates on request.
• Collaborate with Store and Warehouse teams for order management and issue resolution.
• Provide store support via Skype/Google Space.
• Prioritize tasks based on urgency and importance; undertake ad-hoc tasks as required.
• Contribute ideas to enhance service quality and identify areas for improvement.
• Foster a positive, cooperative customer service environment and teamwork.
• Demonstrate strong product knowledge and positive attitude in service delivery.

Connaissances

Customer service

Communication

Problem solving

Multitasking

Team player

Microsoft Office

Formation

Any Degree

Outils

Kapture system

CRM / CS tools

Description du poste

• 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 elevate 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.