Customer Service

4 days ago

Petaling Jaya, Selangor, Malaysia RPG Commerce Full time

This job is about helping customers have a great experience with RPG Commerce, a cool company creating innovative products. You might like this job because you'll solve problems, connect with people, and be part of a growing team.

Founded in 2017, RPG Commerce is a leading direct-to-consumer (DTC) social e-commerce company dedicated to building cutting-edge everyday essentials. With an in-house portfolio ranging from innovative active wear to home and living products, RPG currently carries an in-house brand portfolio of brands, including MONTIGO and OIYO.

Recently securing a Series B funding round of RM127 million, RPG Commerce has over 100 employees in KL, Singapore, and the Philippines who work every day to develop, design, and produce high-quality products all over the world. To find out more, please visit RPG Ventures.

About the role

A Customer Experience Executive provides premium customer support to all customers through various channels including email, live chat, and social media. This role includes attending to incoming inquiries, identifying problems, and assisting in providing the right solutions. Respond to customer complaints in a professional manner and attempt to resolve complaints successfully in accordance with established guidelines.

Job Responsibilities

  • Handle all inbound contacts pertaining to customer general inquiries, complaints, comments, feedback, and issues related to company products (channels: email, live chat, social media, etc).
  • Exceed customer expectations in terms of service and accurate information.
  • Deliver the best service to ensure the highest customer satisfaction.
  • Be accountable for meeting individual KPIs and team goals.
  • Take ownership and ensure the successful resolution of customer inquiries, requests, feedback, appeals, and complaints.
  • Coordinate service recovery efforts with process owners to ensure timely resolution and customer satisfaction.
  • Perform any other responsibilities assigned for the effective implementation, maintenance, and continual improvement of the Customer Service Quality Management System.
Job Requirements
  • Candidates must possess at least a Diploma or Degree in any field.
  • Maintain a high level of customer satisfaction while remaining professional.
  • Be familiar with all policies, processes, and product knowledge.
  • Remain polite, patient, and courteous with customers throughout the experience.
  • Excellent verbal and written communication skills in English and Bahasa Malaysia; Mandarin is an added advantage.
  • Excellent listening skills, critical thinking, and attention to detail.
  • Pleasant personality with good communication skills.
  • Ability to work independently in a fast-paced environment.
  • Ensure all follow-ups are done in a timely manner.
  • Ensure all SLAs are met appropriately.
  • Experience in multi-channel Contact Center/BPO operations is an added advantage.
  • Able and willing to work on a rotational shift pattern.
  • Fresh graduates are encouraged to apply.
Skills
  • Customer Service
  • Critical Thinking
  • Customer Relationship Management
Company Benefits
  • Subsidised Parking: Yes Everyone is entitled to subsidised parking.
  • Monthly Outings: Our teams get together for lots of "Out of Office" fun - for collaboration, communication, and camaraderie
  • Health Coverage: RPG offers outpatient medical coverage regardless of level and position.
  • No Dress Code: We provide our teams with RPG T-shirts, but you can definitely come as you like.
  • Flexible Hours: We encourage you to create a work schedule that works best for you.
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