Customer Services Executive

jack studio marketing sdn bhd; Port Klang; On-site; MYR 31,000 - 47,000; Full time

Job summary

jack studio marketing sdn bhd is hiring a customer service representative to manage inquiries via phone, WhatsApp, social media and other channels, delivering accurate information on products, prices, promotions, stock, and order status.

You will assist with order placement, tracking, exchanges, returns and refunds, and follow up on issues until resolved. You will coordinate with Sales, Warehouse, E-commerce, Logistics and Outlet teams to ensure smooth resolutions.

Qualifications

• Strong customer service mindset and communication skills.
• Ability to juggle inquiries across multiple channels and systems.
• Attention to detail and accuracy in product information and records.

Responsibilities

• Handle customer enquiries through phone, WhatsApp, social media, e-commerce and other channels.
• Provide accurate information regarding products, prices, promotions, stock availability and order status.
• Assist customers with order placement, order tracking, exchanges, returns and refunds.
• Handle customer complaints professionally and provide appropriate solutions.
• Follow up on customer issues until they are properly resolved.
• Coordinate with Sales, Warehouse, E-commerce, Logistics and Outlet teams to resolve customer-related issues.

Skills

Customer service

Communication

Multitasking

Problem solving

Record keeping

Coordination

Job description

Handle customer enquiries through phone calls, WhatsApp, social media, e-commerce platforms and other communication channels. Provide accurate information regarding products, prices, promotions, stock availability and order status. Assist customers with order placement, order tracking, exchanges, returns and refunds. Handle customer complaints professionally and provide appropriate solutions.

Key responsibilities

• Handle customer enquiries through phone calls, WhatsApp, social media, e-commerce platforms and other communication channels
• Provide accurate information regarding products, prices, promotions, stock availability and order status
• Assist customers with order placement, order tracking, exchanges, returns and refunds
• Handle customer complaints professionally and provide appropriate solutions
• Follow up on customer issues until they are properly resolved
• Coordinate with Sales, Warehouse, E-commerce, Logistics and Outlet teams to resolve customer-related issues
• Assist customers with product information and recommend suitable products when required
• Monitor and respond to customer messages within the company's required response time
• Maintain accurate records of customer enquiries, complaints, returns and resolutions
• Identify recurring customer issues and report them to the Supervisor or Management

Benefits

• EPF (Employees Provident Fund)
• SOCSO (Social Security Organisation)
• Medical Leave
• Public Holiday Entitlement
• Performance / KPI Incentive where applicable
• Other benefits according to company policy