Multi-Channel Customer Experience & CRM Specialist

ZN Capital Sdn. Bhd.; Petaling Jaya; On-site; MYR 28,000 - 45,000; Full time

Job summary

ZN Capital Sdn. Bhd. in Petaling Jaya seeks a dedicated customer service specialist to handle daily inquiries across Meta, TikTok Shop and Shopee. You will assist customers with product information, orders, delivery, returns, refunds, vouchers and promotions while maintaining high service standards.

You will manage complaints, monitor metrics, update FAQs and templates, support CRM activities and engage with the customer community. Strong communication and teamwork are essential.

Responsibilities

• Handle daily customer enquiries via Meta, TikTok Shop and Shopee
• Assist customers with product information, orders, delivery, returns, refunds, vouchers and promotions
• Manage customer complaints, disputes and negative reviews professionally, with proper escalation when required
• Coordinate returns and refunds with Operations and Finance teams and provide timely updates to customers
• Monitor and maintain key customer service metrics, including response time, chat response rate and shop ratings
• Maintain and update FAQs, standard response templates and customer service guidelines
• Identify recurring customer issues and prepare reports to support improvements in customer experience
• Support CRM activities, including customer data entry, segmentation, database updates and follow-ups
• Assist with WhatsApp blasting, email/EDM campaigns and customer outreach
• Manage and engage with the customer community group, responding to enquiries and monitoring engagement
• Perform other ad hoc and cross-functional tasks as required by the business.

Job description

ZN Capital Sdn. Bhd. in Petaling Jaya seeks a dedicated customer service specialist to handle daily inquiries across Meta, TikTok Shop and Shopee. You will assist customers with product information, orders, delivery, returns, refunds, vouchers and promotions while maintaining high service standards.

You will manage complaints, monitor metrics, update FAQs and templates, support CRM activities and engage with the customer community. Strong communication and teamwork are essential.