Customer Service Representative

CLEF Beauty; Kuala Lumpur; Sur place; MYR 28 000 - 47 000; Plein temps

Résumé du poste

CLEF Beauty in Kuala Lumpur is seeking a friendly Customer Service Executive to be the voice of the brand, assisting customers, ensuring smooth shopping, and building trust within the CLEF community. You will handle live chat, social media, email inquiries, and collaborate with logistics and marketing to deliver superior service while maintaining the brand's tone.

If you enjoy skincare and can communicate in Mandarin, English and Bahasa Malaysia, this role offers growth in a dynamic e-commerce

Qualifications

• Diploma or Bachelor's Degree in Business, Communications, or related field.
• 1-2 years of experience in customer service, preferably in beauty/e-commerce.
• Excellent communication in Mandarin, English and Bahasa Malaysia.
• Strong customer service and interpersonal skills.
• Ability to handle multiple cases and stay calm under pressure.

Responsabilités

• Respond promptly and professionally to customer enquiries via live chat, social media, email and other communication channels.
• Provide accurate and helpful information regarding products, orders, promotions and brand offerings.
• Assist customers with product-related enquiries, including basic skincare product information and usage guidance.
• Handle customer complaints, feedback and concerns with patience, empathy and a solution-oriented approach.
• Ensure a positive and consistent customer experience across all communication touchpoints.
• Coordinate with the Logistics and Warehouse teams on order processing, shipment tracking and delivery-related enquiries.
• Manage product exchanges, returns and refunds in accordance with company policies and procedures.
• Follow up on outstanding customer cases to ensure timely resolution.
• Record and monitor customer enquiries, complaints, feedback and relevant case details accurately.
• Escalate complex or sensitive customer issues to the appropriate team or supervisor when necessary.
• Work closely with the Marketing, E-Commerce, Operations, Logistics and Warehouse teams to resolve customer issues efficiently.
• Share customer feedback and insights with relevant teams to support product, service and operational improvements.
• Support campaign launches, promotional activities and new product launches by assisting with customer enquiries and post-purchase support.
• Maintain and uphold CLEF's brand voice, service standards and communication guidelines across all customer touchpoints.
• Maintain up-to-date knowledge of CLEF's skincare products, brand offerings, promotions and policies.
• Identify recurring customer concerns and pain points, and provide suggestions for improving customer experience and service processes.
• Stay informed of common e-commerce and customer service practices to improve service quality.
• Maintain a positive, professional and solution-oriented attitude in a fast-paced environment.
• Perform any other duties and responsibilities assigned by the management from time to time.

Connaissances

Customer service

Communication

Multitasking

Problem solving

Teamwork

Attention to detail

Calm under pressure

Mandarin

English

Bahasa Malaysia

Formation

Diploma or Bachelor's degree in Business/Communications

Description du poste

Job Summary : We are seeking a friendly, attentive, and customer-focused Customer Service Executive to join our team. The ideal candidate will act as the voice of the brand - providing professional assistance to customers, ensuring a smooth shopping experience, and building long-term trust with CLEF's community.

Job Summary : We are seeking a friendly, attentive, and customer-focused Customer Service Executive to join our team. The ideal candidate will act as the voice of the brand - providing professional assistance to customers, ensuring a smooth shopping experience, and building long-term trust with CLEF's community.

Duties & Responsibilities

1. Customer Interaction

• Respond promptly and professionally to customer enquiries via live chat, social media, email and other communication channels.
• Provide accurate and helpful information regarding products, orders, promotions and brand offerings.
• Assist customers with product-related enquiries, including basic skincare product information and usage guidance.
• Handle customer complaints, feedback and concerns with patience, empathy and a solution-oriented approach.
• Ensure a positive and consistent customer experience across all communication touchpoints.

2. Order & Service Management

• Coordinate with the Logistics and Warehouse teams on order processing, shipment tracking and delivery-related enquiries.
• Manage product exchanges, returns and refunds in accordance with company policies and procedures.
• Follow up on outstanding customer cases to ensure timely resolution.
• Record and monitor customer enquiries, complaints, feedback and relevant case details accurately.
• Escalate complex or sensitive customer issues to the appropriate team or supervisor when necessary.

3. Brand & Team Collaboration

• Work closely with the Marketing, E-Commerce, Operations, Logistics and Warehouse teams to resolve customer issues efficiently.
• Share customer feedback and insights with relevant teams to support product, service and operational improvements.
• Support campaign launches, promotional activities and new product launches by assisting with customer enquiries and post-purchase support.
• Maintain and uphold CLEF's brand voice, service standards and communication guidelines across all customer touchpoints.

4. Continuous Improvement

• Maintain up-to-date knowledge of CLEF's skincare products, brand offerings, promotions and policies.
• Identify recurring customer concerns and pain points, and provide suggestions for improving customer experience and service processes.
• Stay informed of common e-commerce and customer service practices to improve service quality.
• Maintain a positive, professional and solution-oriented attitude in a fast-paced environment.
• Perform any other duties and responsibilities assigned by the management from time to time.
  

Qualifications & Skills

• Diploma or Bachelor's Degree in Business, Communications, Customer Service, Marketing or a related field.
• 1-2 years of experience in customer service , preferably within the beauty, skincare, retail or e-commerce industry.
• Excellent communication skills in Mandarin, English and Bahasa Malaysia , both written and verbal.
• Strong customer service and interpersonal skills with the ability to communicate effectively with different types of customers.
• Strong problem-solving skills with good attention to detail.
• Able to remain calm, patient and professional when handling customer complaints or challenging situations.
• Customer-first mindset with a genuine interest in skincare, beauty and helping customers.
• Good organisational and multitasking skills, with the ability to manage multiple customer cases simultaneously.
• Comfortable working independently as well as collaboratively in a team environment.
• Familiarity with e-commerce platforms such as Shopee, TikTok Shop or Lazada will be an added advantage.
• Proficient in basic computer applications and comfortable working with customer service systems and communication platforms.