Customer Service Assistant

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

Job summary

A leading ODM in personal care seeks a customer service representative in Sungai Buloh, Malaysia. The role involves handling inquiries, processing orders, and maintaining customer relationships. Candidates should possess a high school diploma or above, and proficiency in Mandarin is essential. A competitive KPI incentive structure is in place, and opportunities for professional training are offered. Join a dynamic team dedicated to quality service and customer satisfaction.

Benefits

EPF/SOCSO/PCB

Monthly and yearly KPI incentives

Professional training opportunities

Qualifications

• More than 1 year experience in cosmetics or related fields preferred; fresh graduates are welcome to apply.
• Proficient in Mandarin for customer communication.

Responsibilities

• Answer customer calls and handle inquiries and complaints.
• Assist customers in processing and tracking orders.
• Coordinate with production and logistics for timely delivery.
• Record customer feedback and ensure timely resolution.
• Maintain customer relationships and enhance satisfaction.

Skills

Strong communication skills

Service awareness

Teamwork spirit

Proficiency in computer operations

Good emotional management skills

Good learning ability

Ability to coordinate with departments

Education

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

Tools

Office software

Customer service systems

Job description

Education & Experience

• 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 graduates can also apply.

Language & Communication

• Strong communication skills and service awareness.
• Proficient in Mandarin and written language for customer communication.

Skills & Competencies

• Prior experience in factory customer service or related fields is preferred.
• Teamwork spirit; ability to coordinate with other departments to achieve common goals.
• Proficient in computer operation, word processing, office software and customer service systems.
• Good emotional management skills and patience; able to maintain a calm working state under pressure.
• 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.

Responsibilities

• Answer customer calls and handle inquiries and complaints through phone and email, providing timely responses and professional solutions.
• Assist customers in processing and tracking orders, ensuring accurate order information and providing status and shipping information.
• Track customer order progress, coordinate with production, logistics and other departments to ensure timely delivery.
• Record customer feedback and complaints, provide feedback to relevant departments and track progress to ensure timely resolution.
• Maintain customer relationships, establish communication and trust, and enhance satisfaction and loyalty.
• Participate in customer service‑related training and learning to continuously improve 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 feedback and suggestions, and provide improvement directions.
• Assist in handling customer complaints and disputes, find solutions and resolve them properly to maintain the company's reputation.
• Complete other tasks assigned by superiors.

Work Details

5 working days per week. Monthly & yearly KPI incentive.

Training and Development

• New employee induction training.
• Key employee training plan and execution.
• Opportunity to participate in lean management professional training taught by experts from top children’s cosmetics enterprises in China every month.
• Middle and senior management training and other learning and promotion opportunities.
• Good personal career development platform.

Benefits

• EPF/SOCSO/PCB.

Company Overview

We are the designated ODM of personal care and skincare products for many well‑known local and international brands, with two key companies—Living Natural Sdn. Bhd. and OTC Cosmetic Industries Sdn. Bhd.—under the group umbrella. A specialist in one‑stop ODM and OSM supply of cosmetic products, we cover the entire personal care and skincare product chain from product conceptualisation right up to market access.