Multi-Channel Customer Experience Specialist 1-Year Contract

Uniqlo; Selangor; On-site; MYR 39,000 - 56,000; Part time

Job summary

UNIQLO Malaysia is seeking a Customer Service Associate on a 1-year contract to deliver outstanding experiences across phone, email, live chat and other channels. You will handle inquiries, provide accurate information on products and policies, resolve issues, and identify improvements with cross‑functional teams.

A Diploma or degree and 2–3 years of relevant experience are required, with CRM and ticketing tools seen as an advantage.

Qualifications

• Diploma or degree in Business Administration or a related field.
• Minimum 2–3 years of customer service, contact centre, e-commerce support, or related fields.
• Experience in retail, e-commerce, or customer support environments is preferred.
• Familiarity with CRM systems and ticket management tools is an advantage.

Responsibilities

• Respond to customer enquiries through phone, email, live chat, and other customer service channels.
• Provide accurate, professional, and timely information regarding UNIQLO products, services, promotions, and policies.
• Deliver a positive customer experience while maintaining service quality and response time targets.
• Investigate and resolve customer concerns, complaints, and escalated cases effectively.
• Work closely with relevant departments to identify root causes and implement appropriate solutions.
• Follow up with customers to ensure satisfactory resolution.
• Collect, analyse, and report customer feedback and Voice of Customer (VOC) insights.
• Identify recurring issues and recommend improvements to enhance customer satisfaction and operational efficiency.
• Collaborate with Store Operations, E-Commerce, Logistics, Marketing, Merchandising, and other departments to resolve customer issues.
• Maintain accurate records of customer interactions using CRM systems and ticketing platforms.

Skills

Customer service

CRM systems

Communication

Problem-solving

Education

Diploma/Degree in Business Administration or related field

Tools

CRM software

Ticketing systems

Job description

UNIQLO Malaysia is seeking a Customer Service Associate on a 1-year contract to deliver outstanding experiences across phone, email, live chat and other channels. You will handle inquiries, provide accurate information on products and policies, resolve issues, and identify improvements with cross‑functional teams.

A Diploma or degree and 2–3 years of relevant experience are required, with CRM and ticketing tools seen as an advantage.