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Retail Service Excellence Associate

7 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia JAYA GROCER Full time
About Our Team

We are Jaya Grocer, a dynamic and innovative grocery delivery service in Southeast Asia. Our team is dedicated to providing exceptional customer experiences and driving business growth.

The Position:

We are seeking an ambitious and results-driven customer service representative to join our team. The successful candidate will be responsible for interacting with customers to answer questions, solve problems, and provide product education.

Duties and Responsibilities:

  1. Manage incoming calls and enquiries, focusing on Chinese speaking customers
  2. Address customer complaints via phone, email, and social media, ensuring timely resolution and follow-up actions
  3. Develop strategies to enhance quality service, including process improvements and customer feedback analysis
  4. Compile and analyze customer feedback for service report preparation, maintaining accurate records
  5. Maintain updated customer databases, create service reports, and update product inquiry reports
  6. Conduct internal CS training and employee induction programs to promote Jaya Grocer culture
  7. Work closely with team leaders and HOD to implement changes that boost customer satisfaction
  8. Produce regular performance reports to drive team motivation and success

Requirements:

  • At least 1-2 years of experience in customer service
  • Flexibility to work various shifts
  • Outstanding phone handling and active listening skills
  • Ability to adapt to diverse customer interactions
  • Excellent communication and presentation skills in English, Mandarin (and Cantonese is a bonus)
  • Strong multitasking, prioritization, and time management abilities