CUSTOMER SERVICE SUPERVISOR/ ASSISTANT - WATSONS BUKIT BINTANG

Watson's Personal Care Stores Sdn. Bhd.; Kuala Lumpur; On-site; MYR 45,000 - 73,000; Full time

Job summary

Watsons Bukit Bintang in Kuala Lumpur is seeking a Customer Service Supervisor/Assistant to lead a team and deliver consistently excellent customer experiences across all touchpoints. You will coach staff, monitor performance, and ensure top-tier service during peak and non-peak periods.

The role requires 3+ years in customer service with at least 2 in supervision, strong people management, and the ability to manage loyalty programs and value-added services.

Qualifications

• 3+ years in customer service or CRM with at least 2 years in supervision.
• Proven ability to lead, motivate, and develop a service team.
• Strong people management, coaching, conflict resolution and stakeholder skills.

Responsibilities

• Lead, coach, and supervise a team of Customer Service Assistants to deliver exceptional service and shopping experience.
• Monitor team performance and service standards for prompt handling of inquiries and complaints.
• Conduct regular coaching, training, and performance reviews to develop team capabilities.
• Schedule manpower and allocate resources for peak and non-peak periods.
• Manage customer engagement initiatives, including loyalty redemptions and promotions.
• Provide timely resolution to customer inquiries, complaints, returns, refunds, and exchanges.
• Coordinate value-added services such as engraving and gift wrapping.
• Build and maintain strong customer relationships to enhance satisfaction and retention.
• Perform additional duties as assigned by the Company.

Skills

Team leadership

Customer service

Coaching

Training

People management

Conflict resolution

Stakeholder management

Education

Diploma or SKM in Business Admin/Marketing/Hospitality/Customer Service

Job description

CUSTOMER SERVICE SUPERVISOR/ ASSISTANT - WATSONS BUKIT BINTANG

To lead and develop the Customer Service team in delivering a consistently exceptional customer experience, driving customer satisfaction, loyalty, and engagement while ensuring service excellence across all customer touchpoints

Key Responsibilities

• Lead, coach, and supervise a team of Customer Service Assistants to deliver exceptional customer service and an outstanding shopping experience.
• Monitor team performance and service standards, ensuring all customer enquiries, complaints, and service requests are handled professionally and promptly.
• Conduct regular coaching, training, and performance reviews to develop team capabilities and service excellence.
• Schedule manpower and allocate resources effectively to ensure adequate service coverage during peak and non-peak periods.
• Manage customer engagement initiatives, including loyalty programme redemptions, gamification rewards, and other promotional activities.
• Provide professional assistance and timely resolution to customer enquiries, complaints, returns, refunds, and exchanges.
• Coordinate and deliver value-added services, including engraving, gift wrapping, and other customer experience offerings.
• Build and maintain strong customer relationships to enhance customer satisfaction and retention.
• Perform any other duties and responsibilities as assigned by the Company from time to time, in accordance with business needs and management discretion.

Requirements

SKM or Diploma in Business Administration, Marketing, Hospitality, Customer Service, or a related discipline will be an advantage.

• Minimum 3 years of experience in Customer Service or Customer Relationship Management, with at least 2 years in a supervisory or team leadership role.
• Proven ability to lead, motivate, and develop a customer service team
• Strong people management, coaching, conflict resolution, and stakeholder management skills
• Experience in customer experience management, service quality monitoring, and performance reporting

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?

Watsons Pharmacy has been settled up over 25 years, and relocated to the Health Centre about May 1999 years ago. Our locality in central London with close approximate to London China Town, we have established ourselves as the main local pharmacy centre for the increasing Chinese community around London.

Excellence medical service is build upon excellent communication skills. Because our staffs are fluent in English as well as more than one Chinese language, the Chinese and local communities prefer us rather than other pharmacies.

In order to meet our commitment to strive for a better health care for the community, we will continue to improve our medical service and establish ourselves as the main pharmacy around the area.

Watsons Pharmacy has been settled up over 25 years, and relocated to the Health Centre about May 1999 years ago. Our locality in central London with close approximate to London China Town, we have established ourselves as the main local pharmacy centre for the increasing Chinese community around London.

Excellence medical service is build upon excellent communication skills. Because our staffs are fluent in English as well as more than one Chinese language, the Chinese and local communities prefer us rather than other pharmacies.

In order to meet our commitment to strive for a better health care for the community, we will continue to improve our medical service and establish ourselves as the main pharmacy around the area.

Watsons Pharmacy has been settled up over 25 years, and relocated to the Health Centre about May 1999 years ago. Our locality in central London with close approximate to London China Town, we have established ourselves as the main local pharmacy centre for the increasing Chinese community around London.

Excellence medical service is build upon excellent communication skills. Because our staffs are fluent in English as well as more than one Chinese language, the Chinese and local communities prefer us rather than other pharmacies.

In order to meet our commitment to strive for a better health care for the community, we will continue to improve our medical service and establish ourselves as the main pharmacy around the area.

What can I earn as a Customer Service Supervisor