Omnichannel Customer Support Specialist

MR DIY Malaysia; Seri Kembangan; On-site; MYR 28,000 - 39,000; Full time

Job summary

MR DIY Malaysia is seeking a diligent Customer Service professional to deliver courteous support across Careline, email, social media, live chat and messaging platforms. The role involves logging queries in Kapture, owning and expediting resolutions, and ensuring timely updates on orders and parcel statuses.

You will collaborate with Store and Warehouse teams, maintain documentation, and uphold SOPs while delivering high‑quality service in a fast-paced environment.

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.
• Able to communicate through phone, email, live chat, social media, and messaging platforms.
• Able to work with Store, Warehouse, and other internal teams.
• Detail‑oriented and able to maintain accurate records and reports.
• Familiar with Microsoft Office and customer service systems is an advantage.

Responsibilities

• Provide professional and courteous customer service via Careline, Enquiry, Facebook Inbox, Live Chat, WhatsApp, and other channels.
• Record and maintain logs of customer queries and feedback using the Kapture system.
• Take ownership of customer issues and follow up until cases are closed.
• Adhere to SOPs to align with company vision, mission, and objectives.
• Track parcel and order status and provide timely updates on request.
• Collaborate with Store and Warehouse teams for order management and issue resolution.
• Provide store support via Skype/Google Space.
• Prioritize tasks based on urgency and importance; undertake ad-hoc tasks as required.
• Contribute ideas to enhance service quality and identify areas for improvement.
• Foster a positive, cooperative customer service environment and teamwork.
• Demonstrate strong product knowledge and positive attitude in service delivery.

Skills

Customer service

Communication

Problem solving

Multitasking

Team player

Microsoft Office

Education

Any Degree

Tools

Kapture system

CRM / CS tools

Job description

MR DIY Malaysia is seeking a diligent Customer Service professional to deliver courteous support across Careline, email, social media, live chat and messaging platforms. The role involves logging queries in Kapture, owning and expediting resolutions, and ensuring timely updates on orders and parcel statuses.

You will collaborate with Store and Warehouse teams, maintain documentation, and uphold SOPs while delivering high‑quality service in a fast-paced environment.