Executive - Customer Service (Online/offline)

4 weeks ago

Petaling Jaya, 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

**Key Responsibilities**:

- Manage large amounts of incoming calls and enquiries (MOCET system), to manage and handle all customers, bilingual - mandarin & Cantonese will be helpful.
- Generate sales lead, liaison with Jaya Grocer Online Team - Pickers, Riders & all JG Online outlets. (to monitor all delivery, exchanges & refund)
- Prepare service reports by collecting, analysing and recording customer’s feedback, information, complete supporting paperwork and sharing with the team, departments and outlets monthly. (feedback from telephone, Fresh desk, Live chat & social media)
- Obtain and update customer databases.
- Maintain updated CS Online scripts and probe to better target customers; acquire knowledge of all company products and services to provide adequate information to customers.
- Maintain and update all current Online procedures, guidelines & policies.
- Conduct in house CS Online training and employee induction-reinforce Jaya Grocer culture.
- Work with team leaders & HOD, to ensure appropriate changes are made to improve customer satisfaction.
- Generate weekly reports to measure and motivate team’s performance.
- Able to collaborate with a team, prioritize and multitask.
- Perform other related duties as assigned or requested.

**You should have**
- Diploma in business administration, marketing, or a related field. Relevant certifications are a plus.
- Fresh Graduates are invited to apply
- Has a customer-focused mind-set with a passion for delivering exceptional customer experiences.
- Has excellent communication (written & spoken) skills in English (Mandarin, Cantonese & Bahasa Melayu is a plus)
- Ability to multitask, prioritize, and manage time effectively

**Job Types**: Full-time, Permanent

**Salary**: RM2,500.00 - RM3,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Free parking
- Health insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Petaling Jaya: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Non Trade Procurement: 1 year (required)

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