Customer Service Representative

Cactus Life Sdn Bhd; Selangor; On-site; MYR 20,000 - 100,000; Full time

Job summary

A fast-growing healthcare company in Malaysia is seeking a Customer Service Representative. This role requires responding to customer enquiries across various platforms, maintaining a high response rate, and achieving sales KPIs. Candidates must have a minimum of 1 year in customer service, be fluent in Mandarin and English, and possess excellent communication skills. The position offers a competitive salary, bonuses, and benefits in a supportive environment.

Benefits

Competitive salary with commission

Yearly bonus & structured increments

Medical, dental, and vision allowance

Safe, modern workplace

Qualifications

• Minimum 1 year of experience in customer service or online sales.
• Proficient in Mandarin and English, both spoken and written.
• Experience in WeChat Business or direct selling is an advantage.

Responsibilities

• Respond to customer enquiries via WhatsApp, phone, and social media.
• Meet individual sales KPIs and contribute to team targets.
• Prepare daily enquiry and volume reports for management review.
• Handle customer complaints with professionalism and care.

Skills

Customer service

Communication skills

Sales strategies

Empathetic responses

Mandarin proficiency

English proficiency

Job description

About the Role

MCM Group is a fast-growing healthcare company based in Malaysia, specializing in health products and wellness solutions. Guided by our mission of “User Health, Partner Health, Corporate Health,” we connect healthcare brands with communities through innovative marketing, e-commerce, and data-driven engagement.

As a Customer Service Representative, you will be the first point of contact for our customers across multiple digital platforms. This role combines customer care, health education, and sales performance, ensuring every enquiry is handled with empathy, professionalism, and purpose. You’ll work in a fast-paced, customer-centric environment that values responsiveness, accountability, and long-term relationship building.

Job Responsibilities

💻 Customer Engagement & Service

• Respond to customer enquiries via WhatsApp, phone, and social media within 30 minutes

• Maintain a daily response rate of at least 90%

• Provide personalized, empathetic responses, especially when handling sensitive health-related enquiries

• Ensure all enquiries, issues, and complaints are resolved promptly according to company SOPs

• Handle customer complaints or crisis situations with professionalism, sensitivity, and care

• Maintain strict confidentiality and integrity when handling customer information

📈 Sales & Conversion

• Meet individual sales KPIs and contribute to team sales targets

• Identify upselling and cross-selling opportunities across health products and promotions

• Support lead conversion strategies in collaboration with marketing teams

• Maintain accurate records of customer interactions and order details

🗂 Reporting & Coordination

• Prepare daily enquiry and volume reports for management review

• Support marketing and sales campaigns by providing customer insights

• Collaborate with internal teams to improve service quality and customer satisfaction

Job Requirements

• Minimum 1 year of experience in customer service, online sales, or product upselling — preferably from the aesthetic, beauty, healthcare, or e-commerce industry

• Experience in WeChat Business, Online Sales, Direct Selling or MLM is an advantage

• Proficient in Mandarin and English (spoken and written) — We are seeking candidates fluent in Mandarin to assist Mandarin-speaking clients

• Excellent communication, follow-up, and persuasive selling skills

• Strong discipline, proactive mindset, and positive attitude

• Able to handle customer complaints with patience and professionalism

• Able to work on shift-based schedules, including weekends or public holidays

Why Join MCM Group?

• Competitive salary with Commission

• Yearly bonus & structured increments

• 13% EPF contribution

• Full Malaysia & Selangor Public Holidays

• Medical, dental, and vision allowance

• Free parking & safe, modern workplace

• Career growth within the sales, customer experience, or marketing division

• Supportive, non-toxic culture that values continuous improvement and teamwork