Omnichannel Customer Experience Executive

KHIND Malaysia; Kuching; On-site; MYR 33,000 - 61,000; Full time

Job summary

KHIND Malaysia is seeking a Customer Relations Executive in Kuching to be a key touchpoint between customers and the business, handling inquiries via email, phone, WhatsApp, social media and marketplace chats.

You will resolve issues across e-commerce, rent-to-own, order fulfilment and after-sales service, while working with Sales, Commercial, Technical Support and Warehouse to improve the customer experience.

Responsibilities

• Be the first point of contact for customers through email, inbound calls, WhatsApp, social media, and marketplace chats including Lazada, Shopee, Zalora, TikTok and PG Mall.
• Respond to customer enquiries promptly and professionally, providing accurate information and practical solutions.
• Understand our products, services, promotions and digital platforms so you can confidently guide customers throughout their purchasing journey.
• Assist customers with product recommendations, pricing enquiries, online purchases, order status and payment-related matters.
• Monitor and respond to customer comments and messages across social media platforms, contributing to positive online engagement and community management.
• Handle customer complaints and service issues professionally, taking ownership of cases and ensuring timely follow‑up until resolution.
• Work closely with Sales, Commercial, Technical Support, Warehouse and other internal teams to resolve customer issues efficiently.
• Follow up on pending payments, orders, service cases and other outstanding customer matters while keeping proper records and tracking progress.
• Develop a strong understanding of our Rent-to-Own and E-commerce operations, including order processing, invoicing, delivery, payment and after-sales procedures.
• Work closely with the Commercial team to improve product descriptions, customer communications and online shopping experiences based on customer feedback.
• Identify recurring customer pain points and recommend process improvements to enhance customer satisfaction and operational efficiency.
• Build positive relationships with customers by listening actively, understanding their needs and providing a personalised service experience.
• Ensure all customer interactions comply with company policies, procedures and service quality standards.

Job description

KHIND Malaysia is seeking a Customer Relations Executive in Kuching to be a key touchpoint between customers and the business, handling inquiries via email, phone, WhatsApp, social media and marketplace chats.

You will resolve issues across e-commerce, rent-to-own, order fulfilment and after-sales service, while working with Sales, Commercial, Technical Support and Warehouse to improve the customer experience.