Online Sales Manager

CACTUS LIFE SDN. BHD.; Shah Alam; On-site; MYR 33,000 - 56,000; Full time

Job summary

MCM Group, based in Malaysia, is seeking a Customer Service Representative to be the first point of contact across WhatsApp, phone and social media. You will handle inquiries, provide health education, manage complaints, and support sales performance while upholding confidentiality and brand integrity.

You will respond quickly and empathetically, coordinate with internal teams, and help ensure customer issues are resolved promptly in line with company SOPs.

Qualifications

• Minimum 1 year of experience in customer service, online support, sales support, or customer-facing roles.
• Proficient in Mandarin — fluent Mandarin-speaking customers support.

Responsibilities

• Respond to customer enquiries via WhatsApp, phone and social media.
• Maintain a daily response rate of at least 90%.
• Provide empathetic, personalized responses for health-related inquiries.
• Coordinate with Operations, Finance and Nutritionist teams to resolve issues.
• Follow up promptly to ensure complaints are resolved within SOPs and timelines.
• Meet individual sales KPIs and support upsell/cross-sell opportunities.
• Prepare daily enquiry, sales, complaint and volume reports for management.

Skills

Mandarin proficiency

Customer service

Communication

Coordination

Sales support

Job description

MCM Group is a fast-growing healthcare company based in Malaysia, specializing in health products and wellness solutions. Guided by our mission of “User Health, Partner Health, Corporate Health,” we connect healthcare brands with communities through innovative marketing, e-commerce, and data-driven customer engagement.

As a Customer Service Representative, you will be the first point of contact for our customers across multiple digital platforms. This role combines customer care, health education, complaint handling, and sales performance.

You are expected to respond quickly, communicate with empathy, coordinate across internal teams, and help customers feel supported throughout their journey with the brand.

• Respond to customer enquiries via WhatsApp, phone, and social media during working hours
• Maintain a daily response rate of at least 90%
• Provide personalized, empathetic responses, especially when handling sensitive health-related enquiries
• Ensure all enquiries, issues, and customer concerns are followed up promptly according to company SOPs
• Maintain strict confidentiality and integrity when handling customer information
• Represent the brand professionally in all customer-facing communication
• Handle customer complaints with professionalism, patience, emotional control, and care
• Acknowledge customer complaints promptly and ensure customers feel heard during the resolution process
• Coordinate with Operations, Finance, and Nutritionist teams to resolve customer issues effectively
• Follow up closely with relevant internal teams to ensure complaint cases are resolved within the required timeline
• Escalate urgent, sensitive, or high-risk complaint cases to the responsible person or management when necessary
• Maintain accurate records of complaint cases, internal updates, actions taken, and final resolutions
• Identify repeated customer issues and provide feedback to management for service improvement
• Meet individual sales KPIs and contribute to team sales targets
• Identify upselling and cross-selling opportunities across health products and promotions
• Support lead conversion strategies in collaboration with marketing teams
• Maintain accurate records of customer interactions and order details
• Follow up with potential customers consistently to improve conversion opportunities
• Attend to exhibition / event when needed
• Prepare daily enquiry, sales, complaint, and volume reports for management review
• Support marketing and sales campaigns by providing customer insights
• Collaborate with internal teams to improve service quality, customer satisfaction, and customer experience
• Highlight customer feedback, repeated objections, and service gaps to support continuous improvement

Job Requirements

• Minimum 1 year or above of experience in customer service, online customer support, sales support, or customer-facing roles
• Proficient in Mandarin — we are seeking candidates fluent in Mandarin to assist Mandarin-speaking customers
• High emotional intelligence, with the ability to handle customers calmly, patiently, and professionally
• Strong communication skills, especially in explaining product information and handling sensitive customer concerns
• Strong coordination skills, with the ability to follow up with internal teams until customer issues are resolved
• Good follow-up discipline and sense of responsibility
• Able to handle complaints, objections, and difficult customers without becoming emotional
• Proactive, positive, and accountable in solving customer issues
• Comfortable working in a fast-paced environment with customer service and sales targets
• Able to work on shift-based schedules, including weekends or public holidays