Customer Service Representative

4 weeks ago

Kuala Lumpur, Malaysia TRENDCELL SDN BHD (JAYA GROCER) Full time

**About Jaya Grocer**

Jaya Grocer is an affiliate of Grab, Southeast Asia’s leading superapp. To bring the convenience of on-demand grocery delivery to more consumers in Malaysia, we are dedicated towards building a strong team that is aligned with our goals. At Jaya Grocer, team collaboration and dedication is what we require to deliver quality products and service to our consumers and customers.

**Our Vision**:
Our goal is to become the leading online-to-offline (O2O) retailer, leveraging our omnichannel strength to provide our customers with a rewarding, fulfilling, and exciting experience. Our goal is for customers to say “I can get what I want whenever I need it”. We aim to achieve this through offering high-quality yet affordable goods, facilitating seamless cashless checkouts, loyalty membership via GrabRewards and introducing our private label with "Grab Signatures."

**Our Mission**:

- Provide a diverse variety of High Quality and Fresh Produce
- Offer attractive Best Value Pricing
- Ensure customers have the Best Shopping Experience
- To grow the business through successful Collaboration and Partnerships
- Practice the Values of Jaya Grocer every single day

**Our Values**:

- Teamwork
- Trust
- Integrity
- Customer Satisfaction
- Growth

These Values form the foundation of our organization and should be lived by each of us, as they are a part of our DNA. So, if you fit the profile and able to contribute towards our goals, join us

**...............................................................................................................................................................About Jaya Grocer**:
Jaya Grocer is an affiliate of Grab, Southeast Asia’s leading superapp. To bring the convenience of on-demand grocery delivery to more consumers in Malaysia, we are dedicated towards building a strong team that is aligned with our goals. At Jaya Grocer, team collaboration and dedication are what we require to deliver quality products and service to our consumers and customers.

**About the role**:
Organized and friendly on the phone, in person and using written communication. Interacting directly with customers to answer questions, solve problems, provide product education and a maintain company reputation for the high quality service.

**Role and Responsibilities**:
i) Handles incoming calls and enquiries, to manage and handle Chinese speaking customers.

iv) Prepare service reports by collecting, analyzing and record customer’s feedback, information, complete supporting paperwork and share with the team, departments and outlets.

v) Obtain and update customer data base.

vi) Maintain updated CS scripts and probe to better target customers; acquire knowledge of all company products and services to provide adequate information to customers.

vii) Create, support and update the service report and product inquiry reports. (feedback from telephone, Fresh desk and Outlet Suggestion Box)

viii) Maintain and update CSR flow charts and handbook.

ix) Conduct in house CS training and employee induction-reinforce Jaya Grocer culture.

x) Work with team leaders & HOD, to ensure appropriate changes are made to improve customer satisfaction.

xi) Generate weekly reports to measure and motivate team’s performance.

xii) Perform other related duties as assigned or requested.

**Job Type**: Part-time

**Salary**: Up to RM10.00 per hour

Expected hours: No more than 10 per week

Schedule:

- Monday to Friday
- Weekend jobs

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