Executive - Customer Service Offline/online

**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 are able to contribute towards our goals, join us **Get to know your role**: **Job Summary**: 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 maintain a company reputation for high quality service. **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. - Minimum 2 years experience in Customer Services in the Calls Centre or via face-to-face. - 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 Pay: From RM2,500.00 per month **Benefits**: - Free parking - Health insurance - Opportunities for promotion - Professional development Schedule: - Rotational shift Ability to commute/relocate: - Petaling Jaya: Reliably commute or planning to relocate before starting work (required)