Customer Service Assistant

OTC Cosmetic Industries Sdn Bhd; Shah Alam; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading cosmetics company in Shah Alam is seeking a customer service representative. The role involves answering customer inquiries, processing orders, maintaining customer relationships, and improving service quality. Candidates should possess strong communication skills, particularly in Mandarin, and a high school diploma or related major. Experience in cosmetics or fast-moving consumer goods is preferred, but fresh graduates are welcome. A supportive work environment with learning opportunities is provided.

Benefits

5 Working Days

Monthly & yearly KPI incentive

Training and development programs

EPF/SOCSO/PCB

Annual Leave

Qualifications

• More than 1 year experience in cosmetics or fast-moving products preferred.
• Fresh grads also can apply.
• Ability to effectively coordinate with other departments.

Responsibilities

• Answer customer calls and handle inquiries and complaints.
• Assist customers in processing and tracking orders.
• Maintain customer relationships and enhance satisfaction.
• Record customer feedback and provide timely feedback.

Skills

Strong communication skills

Proficient in Mandarin

Teamwork spirit

Good emotional management skills

Proficient in computer operation

Education

High school diploma or above; major in management or related fields

Job description

OTC Cosmetic Industries Sdn Bhd – Shah Alam, Selangor

Requirement

• High school diploma or above; major in management or related fields.
• More than 1 year experience in cosmetics, food or other fast-moving products is preferred.
• Fresh grads also can apply.
• Strong communication skills and service awareness, proficient in Mandarin and written language for customer communication.
• Prior experience in factory customer service or related fields is preferred.
• Teamwork spirit, ability to effectively coordinate with other departments to achieve common goals.
• Proficient in computer operation and word processing, skilled in using office software and customer service systems.
• Good emotional management skills and patience, able to maintain a good working state in the face of pressure and challenges.
• Good learning ability and initiative to continuously improve professional knowledge and service skills.

Basic Abilities

• Team building: Advocate for teamwork and personal subordination to the team.
• Service orientation: Recognize emotions and respond with humility.
• Execution of plans: Efficiently accomplish tasks according to set goals.

Responsibility

• Answer customer calls and handle customer inquiries and complaints through various channels such as phone calls and emails, providing timely responses and professional solutions.
• Assist customers in processing and tracking orders, ensuring accurate and timely order information and providing customers with order status and shipping information.
• Track customer order progress, coordinate with production, logistics, and other departments to ensure orders are delivered on time.
• Record customer feedback and complaints, provide timely feedback to relevant departments, and track progress to ensure timely resolution of issues.
• Maintain customer relationships, establish good communication and trust with customers, and enhance customer satisfaction and loyalty.
• Participate in customer service-related training and learning to continuously improve professional knowledge and service levels.
• Accurately record and track customer service data according to company regulations and processes, and provide relevant reports and analysis.
• Collaborate with other departments to conduct market research and customer satisfaction surveys, collect customer feedback and suggestions, and provide improvement directions for the company.
• Assist in handling customer complaints and disputes, find solutions, and handle them properly to maintain the company's reputation and interests.
• Complete other tasks assigned by superiors.

Benefits

• 5 Working Days
• Monthly & yearly KPI incentive
• Training and development: The company firmly believes that talent training is an important measure to achieve corporate strategic goals, and helps the company strive to improve the training system and talent development model to guide employees' career growth. Training includes:
  • New employee induction trainingKey employee training plan and execution
  • Opportunity for participating in lean management professional training taught by lean management experts from top children's cosmetics enterprises from China every month
  • Middle and senior management training and other forms of learning and promotion opportunities
  • Good personal career development platform
• EPF/SOCSO/PCB
• Annual Leave