Customer Service Executive

Unicharm Malaysia Trading Sdn Bhd; Petaling Jaya; On-site; MYR 36,000 - 58,000; Full time

Job summary

Unicharm Malaysia Trading Sdn Bhd is hiring for a customer service role focused on delivering timely, customer-centric support across multiple channels. You will resolve complaints, provide solutions, and keep thorough records of interactions to ensure satisfaction.

The position requires strong communication in English, Chinese, and Bahasa Malaysia, proficiency with MS Office and CRM tools, and experience with loyalty programs and data reporting. A Diploma or degree is preferred.

Qualifications

• Diploma or degree or equivalent certification holder or higher.
• Excellent written and verbal English, Chinese, and Bahasa Malaysia.
• Strong MS Office and Excel skills; CRM experience preferred.
• Experience with digital surveys and e-commerce platforms.

Responsibilities

• Handle omnichannel customer inquiries (in-person, phone, email, social media) and resolve issues promptly.
• Oversee loyalty programs and manage rewards, login/technical issues, and invoicing.
• Prepare monthly reports on product complaints, e-commerce reviews, and service KPIs.
• Maintain detailed records of customer interactions and feedback.
• Support process improvements and communicate with cross-functional teams.

Skills

Customer service

Communication

Organizational skills

Record keeping

Problem solving

Education

Diploma/degree or equivalent

Tools

MS Office/Excel

CRM platforms

Jotform

Google Forms

Social media tools

Job description

This role has the responsibility to provide customer service-related support who requires good communication skills to handle customer complaints, provide appropriate solution & alternatives within the time limits & excellent in organizing & following up to ensure resolution. It is also expected to keep records of customer interactions via phone, in person or social media, process customer record and file document in organized manner. This role follows communication procedures, guidelines and policies, while taking extra miles to engage customers.

Key responsibilities

Customer Support & Issue Resolution: Manage and resolve daily omnichannel customer inquiries (in-person, phone, email, social media), interview consumers to identify root causes of complaints, and coordinate with R&D for defect retrieval and preventative actions.

Loyalty Program Management: Oversee the MamyPoko and PETPET loyalty programs by coordinating reward catalogs, resolving login/technical issues, fulfilling physical products and e-vouchers (TouchNgo, Shopee, Lazada), and managing monthly agency invoices.

Reporting & Administration: Submit Monthly Product Complaint, E-commerce Review, and Customer Service SLA reports, alongside managing annual PPG point reporting and SGNIC SID renewals.

Record Keeping: Keep detailed records of customer interactions, transactions, and complaints, while communicating with colleagues to provide feedback on process efficiency.

Loyalty Management: Oversee brand loyalty programs, manage participant data, and fulfill physical or e-voucher rewards.

Job Requirements & Qualifications

Education & Languages

Minimum Education: Diploma/Degree or equivalent certification holder or higher.

Language Proficiency: Good communication skills in both written and verbal English, Chinese, and Bahasa Malaysia to effectively support a diverse customer base.

Technical Skills

Software Proficiency: Good knowledge of MS Office, particularly Excel, along with strong overall computer literacy.

Digital Tools: Experience creating and managing digital surveys (e.g., Jotform, Google Forms) and navigating e-commerce or CRM platforms.

Automation & Tracking: Capable of setting up social media autoresponders, managing detailed daily interaction logs, and accurately reporting monthly KPIs.

Core Competencies & Experience

Customer-Centric Attitude: Must maintain a positive, empathetic, and professional attitude toward customers at all times.

Conflict Resolution: Requires strong communication skills to handle customer complaints, provide appropriate solutions, and offer alternatives within strict time limits.

Organization & Follow-up: Excellent in organizing and following up to ensure full resolution of issues and keeping meticulous records of customer interactions.

Unicharm’s mission is to realize a cohesive society where people and pets live in harmony alongside the global environment. Their vision is NOLA & DOLA (Necessity of Life with Activities & Dreams of Life with Activities), anchored by core values centered on innovation, ownership, and "Management with Resonance".

Unicharm’s mission is to realize a cohesive society where people and pets live in harmony alongside the global environment. Their vision is NOLA & DOLA (Necessity of Life with Activities & Dreams of Life with Activities), anchored by core values centered on innovation, ownership, and "Management with Resonance".