Customer Service Executive

Floristika.Com.My Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A floral service company in Kuala Lumpur seeks a Customer Service Executive to engage with customers via various channels. The ideal candidate has a Diploma or Bachelor's degree and at least 2 years of experience in customer service or retail. Proficiency in both English and Mandarin is essential, along with strong communication skills and a passion for flowers. This role may involve a rotating shift schedule and requires teamwork in fulfilling customer orders effectively.

Qualifications

• Minimum 2 years of experience in Customer Service, Retail, Sales, or Online Order Fulfillment.
• Strong command of English and Mandarin, both written and spoken.
• Genuinely passionate about flowers, plants, and customer interaction.

Responsibilities

• Attend to customer inquiries and feedback via various platforms.
• Process customer orders and handle invoicing and payments.
• Coordinate with warehouse and delivery teams for order fulfillment.
• Update customers on order status and resolve issues.
• Handle after-sales matters like exchanges and returns.

Skills

Customer service

Communication skills

Problem-solving

Interpersonal skills

E-commerce platform usage

Mandarin proficiency

Education

Diploma or Bachelor's Degree in any field

Tools

Online tools

Job description

Attend to customer inquiries and feedback via walk-ins, phone, email, WhatsApp, social media, and online platforms in a professional manner.

Provide accurate information on products, promotions, pricing, delivery, and company policies.

Process customer orders from walk-in and online channels, including order entry, quotations, invoicing, and payment follow-ups.

Coordinate with warehouse, delivery, and internal teams to ensure timely and smooth order fulfillment.

Update customers on order and delivery status and resolve basic issues; escalate complex cases when needed.

Handle after-sales matters such as exchanges, refunds and returns according to company policy.

Monitor and respond to inquiries and reviews on e-commerce platforms (e.g. Tik Tok ,Shopee, Lazada, website).

Maintain proper records of customer interactions and feedback.

Support sales promotions, campaigns and team targets.

REQUIREMENTS

Possess at least a Diploma, Bachelor’s Degree, or equivalent in any field.

Minimum 2 years of working experience, preferably in Customer Service, Retail, Sales, or Online Order Fulfillment.

Strong command of English and Mandarin, both written and spoken.

Genuinely passionate about flowers, plants, and customer interaction.

Pleasant personality with excellent communication and interpersonal skills.

Strong problem-solving and conflict-resolution abilities.

Computer literate and comfortable using online tools, email and basic e-commerce platforms.

Able to work independently with minimum supervision and as part of a team.

Willing to work on a rotating shift schedule, including weekends and public holidays.

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