Customer Service Executive

MR DIY Malaysia; Seri Kembangan; On-site; MYR 33,000 - 56,000; Full time

Job summary

MR D.I.Y. is seeking a Customer Service professional in Malaysia to provide courteous support across Careline, email, social channels, and live chat. The role requires handling inquiries, complaints, and order status updates with a focus on fast, accurate resolutions.

You will log all interactions in the Kapture system and work with Store/Warehouse teams to ensure smooth order management. Candidate should possess a minimum degree and strong communication, problem-solving, and teamwork skills.

Qualifications

• Minimum Degree in any field.
• Experience in customer service, call centre, retail, or related fields is an advantage.
• Good communication and interpersonal skills.
• Able to handle customer complaints, enquiries, and feedback professionally.

Responsibilities

• Provide professional and courteous customer service via Careline (telephone), Enquiry (email), Facebook Inbox, Customer Feedback Survey (E-Form), Live Chat, Google Review, WhatsApp.
• Handle customer complaints, feedback, compliments, enquiries, stock availability checks, and exchange/refund requests promptly and efficiently related to retail and online products.
• Accurately record and maintain comprehensive logs of customer queries, issues, and feedback using the Kapture system.
• Take ownership of customer issues, expediting resolution and following up until cases are closed; collaborate with internal teams as necessary.
• Consistently adhere to SOPs to ensure the Customer Service Department’s alignment with the company’s vision, mission, and objectives.
• Track and provide timely updates on parcel and order status upon customer requests.
• Collaborate effectively with Store and Warehouse teams to ensure efficient order management and resolution of service issues.
• Provide store support by interacting and responding to customer service matters via Skype/Google Space.
• Maintain orderly workflow by prioritizing tasks based on urgency and importance.
• Demonstrate flexibility by undertaking ad-hoc tasks as required.
• Actively contribute innovative ideas to enhance service quality and identify areas for improvement.
• Foster a positive and supportive customer service environment among colleagues, nurturing teamwork through encouragement and empowerment.
• Exhibit strong product knowledge, skills, and a positive attitude while consistently delivering high-quality customer service.
• Compile, update, and organize tracking files daily; ensure timely and accurate report submissions.
• Immediately report, update, and escalation urgent, crisis, or critical matters to the Superior.
• Ensure all individual and team performances meet SLA, KPI, and CSAT targets.
• Provide support to team members as needed.

Skills

Communication skills

Problem-solving

Multitasking

Detail-oriented

Team player

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Customer service system

Job description

• Provide professional and courteous customer service via:
• Careline (telephone)
• Enquiry (email)
• Facebook Inbox
• Customer Feedback Survey (E-Form)
• Live Chat
• Google Review
• WhatsApp
• Handle customer complaints, feedback, compliments, enquiries, stock availability checks, and exchange/refund requests promptly and efficiently related to retail and online products.
• Accurately record and maintain comprehensive logs of customer queries, issues, and feedback using the Kapture system.
• Take ownership of customer issues, expediting resolution and following up until cases are closed; collaborate with internal teams as necessary.
• Consistently adhere to SOPs to ensure the Customer Service Department’s alignment with the company’s vision, mission, and objectives.
• Track and provide timely updates on parcel and order status upon customer requests.
• Collaborate effectively with Store and Warehouse teams to ensure efficient order management and resolution of service issues.
• Provide store support by interacting and responding to customer service matters via Skype/Google Space.
• Maintain orderly workflow by prioritizing tasks based on urgency and importance.
• Demonstrate flexibility by undertaking ad-hoc tasks as required.
• Actively contribute innovative ideas to enhance service quality and identify areas for improvement.
• Foster a positive and supportive customer service environment among colleagues, nurturing teamwork through encouragement and empowerment.
• Exhibit strong product knowledge, skills, and a positive attitude while consistently delivering high-quality customer service.
• Compile, update, and organize tracking files daily; ensure timely and accurate report submissions.
• Immediately report, update, and escalation urgent, crisis, or critical matters to the Superior.
• Ensure all individual and team performances meet SLA, KPI, and CSAT targets.
• Provide support to team members as needed.

Key Responsibilities

• Provide professional and courteous customer service via:
  • Careline (telephone)
  • Enquiry (email)
  • Facebook Inbox
  • Customer Feedback Survey (E-Form)
  • Live Chat
  • Google Review
  • WhatsApp
• Handle customer complaints, feedback, compliments, enquiries, stock availability checks, and exchange/refund requests promptly and efficiently related to retail and online products.
• Accurately record and maintain comprehensive logs of customer queries, issues, and feedback using the Kapture system.
• Take ownership of customer issues, expediting resolution and following up until cases are closed; collaborate with internal teams as necessary.
• Consistently adhere to SOPs to ensure the Customer Service Department’s alignment with the company’s vision, mission, and objectives.
• Track and provide timely updates on parcel and order status upon customer requests.
• Collaborate effectively with Store and Warehouse teams to ensure efficient order management and resolution of service issues.
• Provide store support by interacting and responding to customer service matters via Skype/Google Space.
• Maintain orderly workflow by prioritizing tasks based on urgency and importance.
• Demonstrate flexibility by undertaking ad-hoc tasks as required.
• Actively contribute innovative ideas to enhance service quality and identify areas for improvement.
• Foster a positive and supportive customer service environment among colleagues, nurturing teamwork through encouragement and empowerment.
• Exhibit strong product knowledge, skills, and a positive attitude while consistently delivering high-quality customer service.
• Compile, update, and organize tracking files daily; ensure timely and accurate report submissions.
• Immediately report, update, and escalation urgent, crisis, or critical matters to the Superior.
• Ensure all individual and team performances meet SLA, KPI, and CSAT targets.
• Provide support to team members as needed.

Requirements

• Minimum Degree in any field.
• Experience in customer service, call centre, retail, or related fields is an advantage.
• Good communication and interpersonal skills.
• Good customer service and problem-solving skills.
• Able to handle customer complaints, enquiries, and feedback professionally.
• Able to communicate through phone, email, live chat, social media, and messaging platforms.
• Able to work with Store, Warehouse, and other internal teams.
• Good in managing multiple tasks and prioritising work.
• Detail-oriented and able to maintain accurate records and reports.
• Familiar with Microsoft Office and customer service systems is an advantage.
• Able to work in a fast-paced environment and meet SLA, KPI, and CSAT targets.
• Positive attitude, responsible, and a good team player.

MR D.I.Y. is a home-grown enterprise with over 1,300 stores across Malaysia and Brunei. The home improvement retailer has dedicated to make a positive difference in the lives of its valued customers by offering convenience at all its stores nationwide and online at mrdiy.com.my

All MR. D.I.Y. stores are managed directly and the retailer often works in collaboration with owners of shopfront properties or owners of malls. MR. D.I.Y. stores offer a wide selection of SKUs across five major categories, namely hardware; household and furnishing; electrical; stationery and sports equipment products; and others (comprising toys, car accessories, jewellery, cosmetics, food and beverage items, as well as health and personal care).

The Company strives to put its customers first by operating an innovative business that is flexible when it comes to providing a wide variety of products, good quality and value-for-money, holding true to the Company’s motto of “Always Low Prices”.