Omnichannel Customer Experience Specialist

MR DIY Malaysia; Seri Kembangan; On-site; MYR 33,000 - 56,000; Full time

Job summary

MR D.I.Y. is seeking a Customer Service professional in Malaysia to provide courteous support across Careline, email, social channels, and live chat. The role requires handling inquiries, complaints, and order status updates with a focus on fast, accurate resolutions.

You will log all interactions in the Kapture system and work with Store/Warehouse teams to ensure smooth order management. Candidate should possess a minimum degree and strong communication, problem-solving, and teamwork skills.

Qualifications

• Minimum Degree in any field.
• Experience in customer service, call centre, retail, or related fields is an advantage.
• Good communication and interpersonal skills.
• Able to handle customer complaints, enquiries, and feedback professionally.

Responsibilities

• Provide professional and courteous customer service via Careline (telephone), Enquiry (email), Facebook Inbox, Customer Feedback Survey (E-Form), Live Chat, Google Review, WhatsApp.
• Handle customer complaints, feedback, compliments, enquiries, stock availability checks, and exchange/refund requests promptly and efficiently related to retail and online products.
• Accurately record and maintain comprehensive logs of customer queries, issues, and feedback using the Kapture system.
• Take ownership of customer issues, expediting resolution and following up until cases are closed; collaborate with internal teams as necessary.
• Consistently adhere to SOPs to ensure the Customer Service Department’s alignment with the company’s vision, mission, and objectives.
• Track and provide timely updates on parcel and order status upon customer requests.
• Collaborate effectively with Store and Warehouse teams to ensure efficient order management and resolution of service issues.
• Provide store support by interacting and responding to customer service matters via Skype/Google Space.
• Maintain orderly workflow by prioritizing tasks based on urgency and importance.
• Demonstrate flexibility by undertaking ad-hoc tasks as required.
• Actively contribute innovative ideas to enhance service quality and identify areas for improvement.
• Foster a positive and supportive customer service environment among colleagues, nurturing teamwork through encouragement and empowerment.
• Exhibit strong product knowledge, skills, and a positive attitude while consistently delivering high-quality customer service.
• Compile, update, and organize tracking files daily; ensure timely and accurate report submissions.
• Immediately report, update, and escalation urgent, crisis, or critical matters to the Superior.
• Ensure all individual and team performances meet SLA, KPI, and CSAT targets.
• Provide support to team members as needed.

Skills

Communication skills

Problem-solving

Multitasking

Detail-oriented

Team player

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Customer service system

Job description

MR D.I.Y. is seeking a Customer Service professional in Malaysia to provide courteous support across Careline, email, social channels, and live chat. The role requires handling inquiries, complaints, and order status updates with a focus on fast, accurate resolutions.

You will log all interactions in the Kapture system and work with Store/Warehouse teams to ensure smooth order management. Candidate should possess a minimum degree and strong communication, problem-solving, and teamwork skills.