Customer Service Specialist

SEASON RETAIL MANAGEMENT SDN. BHD.; Johor Bahru; On-site; MYR 36,000 - 54,000; Full time

Benefits offered by this job

Career progression

Skills training programmes

Modern facilities

Job summary

SEASON RETAIL MANAGEMENT SDN. BHD. in Johor Bahru is seeking a Customer Service & CCTV Monitoring Specialist to join our busy retail team. You will handle customer inquiries, provide product information, process orders and monitor CCTV footage to ensure store operations run smoothly.

The role emphasizes strong communication, empathy, and teamwork, with opportunities for career progression and ongoing training within a supportive environment.

Qualifications

• Diploma or equivalent qualification in business, administration, or related field.
• Experience in optical retail, CCTV monitoring, or incident reporting is advantageous.
• 1-2 years in customer service or call centre role.
• Strong English communication; additional languages a plus.

Responsibilities

• Handle customer calls, emails, and inquiries with courtesy and prompt resolution.
• Document interactions and maintain records in CRM.
• Address complaints with empathy and effective solutions.
• Provide product information and assist with purchasing decisions.
• Process orders, returns, and exchanges accurately.
• Monitor CCTV footage to support operations and report incidents.
• Collaborate with departments to resolve complex issues.

Skills

Excellent communication skills

CRM systems experience

Microsoft Office proficiency

Multitasking

Teamwork

Education

Diploma or equivalent qualification

Tools

CRM systems

Microsoft Office

Job description

Customer Service & CCTV Monitoring Specialist

About the role

We are seeking a Customer Service Specialist to join our dynamic team at SEASON RETAIL MANAGEMENT SDN. BHD. in Johor Bahru, Johor. This is a full-time position where you will be at the forefront of our customer interactions, providing exceptional support and building lasting relationships with our clients. As a Customer Service Specialist, you will play a crucial role in representing our brand, resolving customer inquiries efficiently, and contributing to our overall customer satisfaction objectives. This role is integral to our operations, ensuring that every customer interaction reflects our commitment to excellence and service quality.

Key responsibilities

Handle incoming customer calls, emails and inquiries with professionalism and courtesy, ensuring prompt and effective resolution

Document customer interactions accurately and maintain detailed records in our customer management systems

Address customer concerns and complaints with empathy, working towards amicable solutions that satisfy both the customer and the organisation

Provide product and service information to customers, answering questions and assisting with purchasing decisions

Process customer orders, returns and exchanges efficiently whilst maintaining accuracy

Identify opportunities to upsell or cross-sell products and services where appropriate

Collaborate with other departments to resolve complex customer issues and ...

Maintain a professional demeanour and positive attitude even during high-pressure situations

Contribute to team performance targets and key performance indicators

Monitor CCTV footage to support outlet operations, identify potential irregularities, and report incidents to management.

Maintain customer service records, CCTV monitoring logs, incident reports, and follow-up records.

Analyse customer feedback and CCTV observations to recommend service and operational improvements.

Participate in training and development programmes to enhance product knowledge and customer service skills

What we're looking for

Minimum Diploma or equivalent qualification in Business Administration, Customer Service, Communications, Retail Management, or a related field.

Experience in optical retail, multi-outlet retail operations, CCTV monitoring, or incident reporting will be an advantage.

Proven experience in a customer service or call centre environment, with a minimum of 1-2 years in a similar role

Excellent verbal and written communication skills in English; proficiency in additional languages is advantageous

Strong listening and empathy skills, with the ability to understand customer needs and respond appropriately

Proficiency with customer relationship management (CRM) systems and Microsoft Office applications

Ability to multitask effectively, managing multiple customer inquiries simultaneously whilst maintaining quality

Problem-solving mindset with the ability to think critically and make sound decisions under pressure

Excellent organisational and time management skills

A patient and positive attitude towards customer interactions

Ability to work as part of a cohesive team and contribute to a positive working environment

High level of reliability and attendance consistency

Able to exercise discretion, maintain confidentiality, and handle sensitive customer and operational information responsibly.

What we offer

SEASON RETAIL MANAGEMENT SDN. BHD. is committed to creating a supportive and rewarding work environment for our employees. We offer competitive remuneration packages, opportunities for career progression and skills development through structured training programmes. Our team-oriented culture foster collaboration and personal growth, whilst we prioritise the wellbeing of our staff through supportive management practices. We provide a professional workplace with modern facilities, and we value the contributions of our team members, recognising dedication and hard work. Additionally, we offer opportunities to develop expertise within the retail customer service sector and the potential to advance into supervisory or management roles as you progress with the organisation.

About us

SEASON RETAIL MANAGEMENT SDN. BHD. is a forward-thinking retail management company dedicated to delivering exceptional customer experiences and maintaining high standards of service excellence. With a focus on professional retail operations, we are committed to building strong customer relationships whilst fostering a supportive and dynamic workplace culture. Our organisation values integrity, quality and innovation, and we pride ourselves on our collaborative approach to business. We are an equal opportunities employer and welcome applications from diverse candidates who share our commitment to customer service excellence.