Customer Service Executive

OWNDAYS MALAYSIA SDN. BHD.; Kuala Lumpur; On-site; MYR 27,000 - 42,000; Full time

Benefits offered by this job

AWS / 13th Month Salary

Monthly RM100 loyalty allowance

Annual leave 10–20 days (depending on/

Annual complimentary spectacles

Job summary

OWNDAYS MALAYSIA SDN. BHD. is seeking a proactive Customer Service & E-commerce Support representative in Kuala Lumpur. You will handle inquiries across phone, email, and social channels, resolve issues, and coordinate order fulfilment with laboratories and stores.

You should be fluent in English, Malay, and Mandarin, possess excellent communication skills, and be able to multitask while maintaining accuracy and professionalism. Working hours are Mon-Fri, 9:30am-6:30pm.

Qualifications

• Proficiency in English, Malay and Mandarin for effective communication with diverse clients.
• Excellent written and verbal communication skills.
• Hands-on, multitasker with attention to detail and problem-solving mindset.

Responsibilities

• Respond to customer enquiries via phone, email, social media, and other channels with accurate information.
• Handle feedback and complaints professionally ensuring timely resolution.
• Schedule customer appointments and coordinate bookings as required.
• Escalate complex cases to relevant departments and follow up until resolved.
• Maintain OWNDAYS brand image through courteous and consistent service.
• Monitor interactions and identify opportunities to improve the customer experience.
• Achieve defined customer service KPIs and maintain service standards.
• Prepare and submit daily customer service reports and keep records up to date.
• Process and manage daily e-commerce orders and related communications.
• Coordinate packing, courier collection and shipment arrangements.
• Liaise with laboratory and retail stores regarding stock, lens preparation, and order fulfilment.
• Verify and reconcile daily online sales transactions and records.
• Follow up with customers to obtain updated prescriptions or missing information.

Skills

Multilingual communication

Written & verbal communication

Job description

Respond to customer enquiries via phone, email, social media platforms, online platforms, and other company communication channels, providing accurate information on products, services, promotions, appointments, and after-sales support.

Handle customer feedback and complaints professionally, ensuring timely resolution in accordance with company guidelines.

Schedule customer appointments and coordinate bookings as required.

Escalate complex cases to the relevant departments and follow up to ensure issues are resolved effectively.

Maintain the OWNDAYS brand image by delivering professional, courteous, and consistent customer service, ensuring high level of customer satisfaction

Monitor customer interactions and identify opportunities to enhance the overall customer experience.

Achieve customer service key performance indicators (KPIs) and maintain established service standards.

Prepare and submit daily customer service reports and ensure records are accurate and up to date.

Ecommerce:

Process and manage daily e-commerce orders accurately and efficiently.

Respond promptly to customer enquiries received via email and other online communication channels related to e-commerce orders.

Coordinate parcel packing, courier collection, and shipment arrangements to ensure timely order fulfilment.

Liaise with the laboratory and retail stores regarding stock availability, lens preparation, and order fulfilment.

Verify and reconcile daily online sales transactions and records.

Follow up with customers via email or messaging platforms to obtain updated prescriptions or any additional information required to complete their orders.

Requirements:

Candidates must be legally authorized to work in Malaysia.

Proficiency in English, Malay and Mandarin is required to effectively communicate with our diverse client base and stakeholders.

Excellent written and verbal communication skills

Hands-on, a multi‑tasker who is detailed, patience, analytical and a problem solver

Working Hours:

Monday - Friday, 9.30am - 6.30pm

• Annual Wage Supplement (AWS / 13th Month Salary) upon completion of one year of service
• Monthly loyalty allowance of RM100 for every completed year of service (up to 10 years)
• Annual leave starting from 10 days, with an additional 1 day for each completed year of service (up to 20 days)
• Annual complimentary spectacles