Customer Relation Executive

6 months ago

Kota Kinabalu, Malaysia Khind Malaysia Full time

As a Customer Service Executive, you will play a vital role in ensuring exceptional customer experiences and satisfaction. Your primary responsibility will be to handle customer inquiries, concerns, and requests through various communication channels, delivering prompt and effective solutions. By providing accurate information, addressing customer issues, and fostering positive interactions, you will contribute to building strong customer relationships and enhancing the reputation of our company.

Manage promptly and courteously customer queries and requests via:
1. Walk-in

2. Hotline / Inbound calls

4. Digital communication channels

5. Marketplace including Lazada, Shopee, Zalora, Tik Tok, PG Mall and Khind Official Store.

Efficiently handle both inbound and outstation service requests from various sources, including customers, dealers, and sales personnel.

Update and maintain a reliable service database/system to keep track of customer information, service history, and other relevant details.

Capture and settle every complaint (internal & external) received in the database/system for comprehensive record-keeping.

Conduct on-time follow-ups to ensure timely updates on service status (work in progress, ready for collection, agree for disposal) and coordinate spare parts replacement when necessary.

Conduct and administer CSI surveys for all customers to gather valuable insights and identify areas for improvement.

Generate service invoices or any operation documentation for compliance purposes.

Generate necessary documentation and reports as requested by the management for analysis and decision-making purposes.

Efficiently create and process sales orders for spare parts and products.

Conducting weekly product stock takes, meticulously counting and recording inventory levels to ensure accurate stock records.

Record and manage all sales and service payments, ensuring accuracy and timely processing, while maintaining detailed financial records and collaborating with the finance team to reconcile transactions.

Responsible for efficiently filing and organizing invoices by company procedures and standards.

Undertake any additional tasks or responsibilities as required to ensure efficient service delivery.

Offer product information, pricing details, and assistance with online purchases to potential and existing customers.

Respond to social media messages, customers' feedback, and engage in online community management.

Handle necessary follow-ups, such as pending payments and pending cases, while meticulously tracking and monitoring their progress.

Collaborate closely with the Commercial team to craft campaign messages based on customer insights.

Identify opportunities for process improvement and provide feedback to enhance the overall customer experience.

Working in a rotating shift job, which may involve varying work hours, including weekends and holidays, to ensure continuous coverage and support for our customers.

Play a Live Stream Co-host pivotal role in enhancing our live streaming events when required.

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

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Kota Kinabalu: Reliably commute or planning to relocate before starting work (required)

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