Admin & Operations Executive

2 weeks ago

Melaka, Malaysia Ltria Full time

**Customer Service**
- Will be responsible for handling both B2B and B2C customer related service requests.
- Locate products & services, check stock availability, help customers to complete their transactions, assist in after sales queries and issue resolution.
- Handle complaints, promotion enquiries, product information enquiry, pricing enquiries, voucher use, gifting enquiry etc.
- Facilitate root-cause investigation, providing status updates, follow-through on corrective actions and any other customer queries.
- Assist on membership requests or queries, example but not limited to helping customers reset password, activate accounts, update details and answer members queries.
- Ensure that both an appropriate and adequate investigation takes place in all cases. This includes the recording of all communications and details of actions taken between the various parties and all information taken into consideration.
- Must approach all matters in a non-biased and professional manner.
- Able to adapt quickly on a fast-paced environment. Passionate & quick in learning new tools to improve own’s efficiency in managing daily tasks.

**Online Rewards Platform management**
- Will be responsible for maintaining the online rewards platforms of the company by liaising with merchants to ensure the products & prices are up to date.
- Knowledge on Sales Order management and Invoicing to create manual Sales Orders as and when necessary or upon customer’s request.
- Manage inventory to resolve orders and take necessary steps to salvage any potential loss of sale.
- Align information with respective Managers with regards to the various rewards platform used by clients.
- Organised in Tracking own KPIs consistently.
- Great time manager. Exhibit skills in prioritization of tasks, may it be routine or very important ad hoc assignment.
- Problem solver and able to provide sound well weighted recommendations when necessary.

**Trainings, Reports & Analysis**
- Lead a customer first approach culture by continually seeking to improve customer service levels within the organization.
- Coach and train team, work hand in hand with Account Manager to ensure optimum levels of customer service are delivered.
- Draft documentation as required and requested.
- Prepare monthly statistical reports as needed to track KPIs and suggest process improvements.
- Meet the objectives and performance measures agreed with the operation.
- Review the client’s various touchpoints online (Customer Enquiries, Website, Checkout and Payment, Delivery, Post-Purchase) to improve customer experience.

**Applicant must be willing to take on any other job responsibilities assigned by supervisor.**

**QUALIFICATIONS & EXPERIENCE**
- Diploma/Degree with 2-5 years of customer service experience or equivalent.
- Applicant must be fluent in English.
- Experience in e-commerce or employee rewards platform operations would be good.
- Experience in fast paced and startup environment will be valuable.

Pay: RM3,000.00 - RM3,500.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion

Schedule:

- Day shift
- Monday to Friday

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