Customer Engagement Executive

KompacPlus; Manila; Remote; PHP 2,647,000 - 3,907,000; Full time

Job summary

KompacPlus Singapore and Malaysia are seeking a Customer Engagement Executive to manage omni-channel customer enquiries, qualify leads, and support post-sale activities. You will coordinate memberships, rewards, and feedback while assisting with social media and content planning.

The role requires collaboration across Marketing, Sales and Operations, with a strong focus on customer satisfaction and process improvement. This position supports remote work and cross-border engagement.

Qualifications

• Diploma or Bachelor's Degree in Marketing, Communications, Customer Relations or related fields.
• Minimum 2 years in marketing, customer service or customer engagement roles.
• Fluent in written and spoken English.
• Excellent written communication skills with a professional and empathetic tone across chat, email and social media platforms.
• Able to handle complaints calmly and work independently and with teams.
• Strong organisational skills and attention to detail, data verification and record-keeping.
• Proficient in Microsoft Office, particularly Excel and Forms.
• Familiarity with Meta Business Suite and social media scheduling tools.
• Customer-oriented, proactive, self-motivated and accountable in a remote setting.

Responsibilities

• Act as PIC for KompacPlus Singapore and Malaysia enquiry channels including WhatsApp, Meta inbox, website chatbot, email and phone.
• Respond to enquiries promptly following pre-set guidelines and provide product/service information.
• Qualify leads and compile details for handover to Sales or Operations teams.
• Manage customer feedback and complaints, escalating as needed.
• Liaise with departments to resolve customer issues and improve processes.
• Share feedback with Marketing and Sales to improve products and services.
• Administer membership programme and process redemption of merchandise.
• Collect customer reviews for marketing channels.
• Assist with social media content planning and posting.

Skills

Fluent English

Written communication

Customer relations

Time management

Multitasking

Education

Marketing/Communications degree

Tools

Microsoft Office

Excel

Forms

Meta Business Suite

Social media scheduling tools

Job description

The Customer Engagement Executive is responsible for managing all customer enquiry channels for KompacPlus Singapore and Malaysia, including WhatsApp, Meta inbox, website chatbot, email and phone. This role involves responding to customer enquiries, qualifying leads, managing customer feedback and complaints, and contributing to the refinement of customer service processes. The position also encompasses after-sales support, membership programme administration, social media and community engagement, and marketing support activities.

MAIN DUTIES AND RESPONSIBILITIES

ENQUIRY MANAGEMENT AND CUSTOMER SUPPORT

• Act as main person-in-charge (PIC) for all KompacPlus Singapore and Malaysia customer enquiry channels, including WhatsApp, Meta inbox (Facebook and Instagram), website chatbot, email and phone;
• Respond to customer enquiries promptly and in line with pre-set response guidelines, covering general product and service information, warranty, care and maintenance, sample requests, showroom appointments and project-related matters;
• Qualify leads and compile complete enquiry details for handover to the respective Singapore or Malaysia Sales or Operations team, securing appointments directly where appropriate;
• Manage customer feedback and complaints from first contact, escalating serious or complex cases to management and the relevant departments promptly;
• Liaise with colleagues and other departments to find the best solutions to customers’ issues;
• Identify recurring enquiries and common problems, reporting them to management with suggestions for improvement and contributing actively towards the refinement of response guidelines, FAQs and reply templates;
• Obtain and share customer feedback with the Marketing and Sales teams so that products and services can be improved;

AFTER-SALES AND CUSTOMER PROGRAMMES

• Manage the end-to-end redemption of complimentary merchandise (e.g. KompacPlus Companion Kit), from compiling registrations and verifying user eligibility to coordinating delivery handover with the Fulfilment team, while maintaining accurate submission records;
• Act as administrator of the KompacPlus membership programme, overseeing new member registration verification and member records, manage membership programme communications and coordinate the fulfilment of member rewards and benefits as required;
• Contribute ideas and insights towards the ongoing development of the membership programme;
• Collect customer reviews and testimonials for use across KompacPlus marketing channels;

SOCIAL MEDIA AND COMMUNITY ENGAGEMENT

• Assist in building and maintaining positive relationships with customers, partners and collaborators, identifying potential collaboration opportunities and proposing them for management’s consideration;
• Contribute towards content planning for customer engagement and community management, working closely with the Senior Marketing Executive and Creative Lead;
• Share frequently asked questions, customer insights and feedback to inform content ideas;
• Assist with the scheduling and posting of social media content across KompacPlus Singapore and Malaysia platforms, in line with the approved content plan;

MARKETING SUPPORT

• Familiarise yourself with new products, services and promotions as they are introduced;
• Assist other marketing team projects on an ad hoc basis when required;
• Attend workshops, training, and meetings as required;
• Other duties as assigned.

DESIRABLE SKILLS AND ATTRIBUTES

• Diploma or Bachelor's Degree in Marketing, Communications, Customer Relations or related fields
• Minimum 2 years in marketing, customer service or customer engagement roles
• Fluent in written and spoken English
• Excellent written communication skills, with a clear, professional and empathetic tone across chat, email and social media platforms
• Able to handle complaints and difficult conversations calmly and constructively
• Able to work independently and collaborate with teams across the company
• Strong organisational skills and attention to detail, particularly in data verification and record-keeping
• Effective time management, able to prioritise and multitask across channels
• Proficient in Microsoft Office, particularly Excel and Forms
• Familiarity with Meta Business Suite and social media scheduling tools
• Customer-oriented, proactive, self-motivated and accountable in a remote setting