Customer Service Officer

Pet Universe Sdn. Bhd.; Sungai Buloh; On-site; MYR 39,000 - 50,000; Full time

Job summary

Pet Universe Sdn Bhd is seeking a customer service and sales support professional to handle inquiries across retail and online channels, assist with orders, and maintain a positive customer experience. You will coordinate with warehouse and other departments to ensure on-time processing and accurate information.

The role requires a Diploma and 2–3 years in customer service or retail, with strong communication skills in English and Bahasa Malaysia.

Qualifications

• Minimum Diploma in Business Administration, Marketing, Retail Management, Customer Service, or related field.
• Minimum 2–3 years of relevant experience in customer service, retail, e-commerce, sales support, or a similar role.
• Experience in pet retail, FMCG, e-commerce, or consumer products will be an added advantage.
• Good communication and interpersonal skills.
• Strong customer service and problem-solving skills.
• Comfortable handling customer complaints and difficult situations professionally.
• Good command of English and Bahasa Malaysia; or other languages will be an advantage.
• Basic computer skills and familiarity with WhatsApp, social media, POS, CRM, or e-commerce platforms.
• Able to work independently and as part of a team.
• Willing to work on weekends, public holidays, or according to retail operating schedules when required.

Responsibilities

• Attend to customer enquiries and provide accurate product information.
• Understand customer and product requirements and recommend suitable products.
• Handle customer complaints, returns, exchanges, and after-sales matters professionally.
• Follow up on customer enquiries and unresolved issues until proper resolution.
• Support retail sales by assisting customers and promoting products and promotions.
• Assist with order processing, payment coordination, product reservations, and delivery arrangements.
• Maintain product knowledge and support sales targets and customer retention.
• Coordinate with warehouse, purchasing, delivery, and relevant departments to ensure orders are processed accurately and on time.
• Monitor product availability and highlight stock issues or fast-moving products.
• Maintain accurate records of customer enquiries, orders, complaints, and follow-ups.
• Maintain a professional, friendly, service-oriented approach and build relationships with regular customers.
• Identify recurring issues and provide feedback to management for service improvement.
• Ensure all interactions comply with company policies and service standards.
• Assist with campaigns, promotions, events, product launches, and other customer engagement activities.

Skills

Customer service

Communication

Problem solving

Teamwork

Attention to detail

Education

Diploma in Business Administration, Marketing, Retail Management, Customer Service, or related field

Tools

POS

CRM

E-commerce platforms

Job description

Job Summary:
Responsible for providing professional and efficient customer service across retail and online channels, assisting customers with product enquiries, orders, complaints, and after-sales support. The role also supports sales activities, product recommendations, and a positive customer experience and smooth business operations.

Key Responsibilities

1. Customer Service
Attend to customer enquiries.
Provide accurate information on product.
Understand customer and product requirements and recommend suitable products where appropriate.
Handle customer complaints, feedback, returns, exchanges, and after-sales matters professionally.
Follow up on customer enquiries and unresolved issues until proper resolution.

2. Sales & Retail Support
Support retail sales by actively assisting customers and promoting suitable products and promotions.
Recommend relevant products based on customer needs and preferences.
Assist with order processing, payment coordination, product reservations, and delivery arrangements.
Maintain good product knowledge and frequently purchased products.
Support sales targets and customer retention initiatives.

3. Order & Operations Coordination
Coordinate with warehouse, purchasing, delivery, and relevant departments to ensure orders are processed accurately and on time.
Monitor product availability and highlight stock issues or fast-moving products to the relevant team.
Assist in checking orders, pricing, promotions, and product information before confirming with customers.
Maintain accurate records of customer enquiries, orders, complaints, and follow-up actions.

4. Customer Experience
Maintain a professional, friendly, and service-oriented approach when dealing with customers.
Build positive relationships with regular customers and encourage repeat purchases.
Identify recurring customer issues and provide feedback to management for service improvement.
Ensure all customer interactions are handled according to company policies and service standards.

5. General Duties
Assist with campaigns, promotions, events, product launches, and other customer engagement activities.
Support other operational duties as assigned by the supervisor or management.
Ensure compliance with company policies, procedures, and service standards.

Requirements
Minimum Diploma in Business Administration, Marketing, Retail Management, Customer Service, or related field.
Minimum 2–3 years of relevant experience in customer service, retail, e-commerce, sales support, or a similar role.
Experience in pet retail, FMCG, e-commerce, or consumer products will be an added advantage.
Good communication and interpersonal skills.
Strong customer service and problem-solving skills.
Comfortable handling customer complaints and difficult situations professionally.
Good command of English and Bahasa Malaysia; or other languages will be an advantage.
Basic computer skills and familiarity with WhatsApp, social media, POS, CRM, or e-commerce platforms.
Able to work independently and as part of a team.
Willing to work on weekends, public holidays, or according to retail operating schedules when required.

Salary: RM3,500 – RM4,500 per month, depending on experience and qualifications.

Pet Universe Sdn Bhd is an integrated pet care group committed to providing comprehensive and professional solutions for pets and pet owners. The Group operates four subsidiaries: Pet Universe Nourish (M) Sdn Bhd, offering quality pet nutrition and products; Pet Universe Hotel and Grooming Services Sdn Bhd, delivering boarding and grooming services; Pet Universe International Grooming Academy Sdn Bhd, specialising in professional grooming education and certification; and Pet Universe Veterinary Medical Centre Sdn Bhd, providing veterinary and medical care. Pet Universe fosters a collaborative work environment focused on care, expertise, and continuous growth.