Customer Service Executive

PG Signature Cake; Penang; On-site; MYR 30,000 - 40,000; Full time

Job summary

A leading food company in Penang is looking for a Customer Service Representative to manage customer inquiries and orders through messaging platforms. The ideal candidate will have a degree in Business or a related field, with at least 1 year of customer service experience in the retail or F&B industry. They will need strong communication skills in both Chinese and English, along with problem-solving abilities. This role includes handling complaints, processing orders, and maintaining customer satisfaction, with opportunities for professional growth in a rapidly expanding company.

Benefits

Flexible work arrangements

Competitive salary and benefits package

Qualifications

• Minimum of 1 year of customer service experience, preferably in the Retail or Food & Beverages industry.
• Strong analytical, organizational, and problem-solving skills, with initiative to manage multiple inquiries.
• Excellent interpersonal skills and a genuine passion for engaging people.

Responsibilities

• Act as the primary point of contact for all customer inquiries via messaging platforms.
• Build and maintain positive customer relationships to enhance satisfaction and loyalty.
• Monitor daily stock availability and coordinate replenishment plans.

Skills

Customer service experience

Problem-solving skills

Analytical skills

Interpersonal skills

Communication skills in Chinese and English

Education

Diploma or bachelor's degree in Business Administration, Hospitality, Communications

Tools

MS Office applications

CRM or customer support system

Job description

Fusion Bakery has earned its reputation as Penang’s best butter cake brand, built on over 30 years of traditional recipes loved by both locals and tourists. With a strong national following, innovative product creations, and a commitment to natural ingredients, we are expanding rapidly across Malaysia. To fuel this growth, we are seeking passionate and driven talents to join our team and help us continue delighting customers while redefining the pastry experience.

Today, Fusion continues to expand across Penang and beyond while staying true to our roots of quality and authenticity. We believe our people are the heart of our success, working together to delight customers, preserve tradition, and drive the future growth of Fusion Bakery.

Position Summary

This position serves as the primary point of contact for customers via messaging platforms, ensuring professional, timely, and solution-oriented response. It involves managing customer orders and special enquiries, coordinating retail outlets for timely fulfillment, handling complaints, monitoring stocks, providing alternatives during shortages, analyzing feedback to improve service, and identifying opportunities to streamline processes and enhance the overall customer experience.

Job Highlights

• Opportunity to gain hands-on experience in F&B operations, customer service strategy, and process optimization, with opportunities for professional growth.
• Flexible work arrangements to support work-life balance.
• Competitive salary and benefits package, with the chance to grow together with a company actively expanding its presence across Malaysia and beyond.

Principle Duties and Responsibilities

• Act as the primary point of contact for all customer enquiries via messaging platforms, providing professional, timely, and solution-oriented responses.
• Handle special customer enquiries such as bulk orders, customized requests, or urgent cases, ensuring they are promptly addressed and coordinated with relevant retail outlets and production teams.
• Build and maintain positive customer relationships by understanding needs, providing appropriate solutions, and proactively enhancing customer satisfaction and loyalty.
• Process customer orders accurately, monitor order status, and coordinate proactively with different retail outlets to ensure timely fulfillment.
• Address and resolve customer complaints effectively, escalating complex issues to management while providing proactive solutions to meet customer expectations.
• Maintain records of customer feedback, analyze trends, and provide actionable insights to improve service quality, operational efficiency, and support management decision-making.
• Monitor daily stock availability, alert the team of shortages, and coordinate replenishment plans; offer alternative options to customers when needed.
• Identify opportunities to streamline processes and suggest improvements to enhance customer experience and operational workflow.
• Handle and support the AI-powered customer service system by assisting with data input, testing auto-reply/chatbot features, and providing feedback to improve accuracy and effectiveness.
• Carry out, as and when required, any additional tasks and responsibilities which are reasonably compatible with this job description and objectives.

Requirements

• Diploma or bachelor’s degree in Business Administration, Hospitality, Communications or a related field.
• Minimum of 1 year of customer service experience, preferably within the Retail or Food & Beverages industry.
• Solid understanding of the company’s products and services to provide comprehensive support to customers.
• Demonstrated ability to manage and resolve customer complaints with professionalism, empathy, and effective solutions.
• Strong analytical, organizational, and problem-solving skills, with the initiative to manage multiple inquiries and identify opportunities for process improvement.
• Excellent interpersonal skills with a genuine passion for engaging people and ensuring customer satisfaction.
• Proficiency in messaging platforms such as WhatsApp Business, Messenger, or social media channels.
• Excellent written and verbal communication skills in both Chinese and English.
• Ability to work independently with minimal supervision.
• Well-versed in MS Office applications, especially Excel for reporting and analysis.
• Familiarity with CRM or customer support system is a plus.