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Customer Service Executive

2 weeks ago

Kuala Lumpur, Malaysia Persolkelly Full time

**Customer Service Executive (E-Commerce Department)**
- Open Race, Open Gender
- Replacement
- Basic RM 3,000 - RM 4,5000 + E-Commerce Incentives (Will get on the month if hit the e-commerce sales target) + Company Phone
- Recognized Degree in Nutrition or Food Science & Nutrition or equivalent.
- Prefer someone has product knowledge in health & supplement
- Direct report : E-Commerce Customer Service Assistant Manager
- Indirect report : Marketing & E-Commerce Manager
- Current team : 2
- Working hours: 9am - 6pm (will be working in office) & 3pm - 10pm (will be working from home) - need to work during weekend & public holiday.
- 6 off days in a month.
- If work during public holiday (entitled with 16 gazette PH) - will have replacement leave for them / Triple pay for only 5 days of Compulsory Holiday.
- Prompt response to customer enquiries regarding quality and delivery issues etc. They will also responsible to teach customer how to place order if they don't know.

**Responsibilities**:

- Manage daily sales & operational SOPs of e-commerce platform & major marketplaces to ensurehigh level of stock & order fulfilment
- Provides quality service by enforcing timely complaint management & service recovery to ensurecustomer shopping journey at the various touchpoints online (Customer Enquiries, Website,Checkout and Payment, Delivery, Post-Purchase) are well-taken care of Operate effective collaboration with both internal and external parties eg: procurement,warehouse, finance, IT, courier partner and e-com team members.
- Act as the primary escalation contact for customers and liaise with relevant departments on theservice delivery to customers.
- Willing to pay effort in understanding client requirements and customizing the product/ servicesas per their needs.
- Driving effective problem solving for customers to prevent sales loss
- Researching sales orders and identifying sales opportunity
- Identify department operational issues and key account customer issues and suggest customerexperience improvements to management
- Solve day-to-day operations problems, find root causes, and suggest sustainable solutions tofurther improvise service & operational Standard Operating Procedures (SOP).
- Work closely with warehouse, transport team and order processing team to ensure timelyshipments order fulfilment, as well as maintain healthy level of sales & service metrics set by theplatforms and e-retailers
- Active participation in implementation of customer service strategy/ SOPs and developing salesopportunities via various digital approaches
- Feedback learning and improvement points to Product and Customer Experiences team forcontinuous improvement
- Ensure that both an appropriate and adequate investigation takes place in all cases. This includesthe recording of all communications and details of actions taken between the various parties andall information taken into consideration.

**Requirements**:

- Recognized Degree in Nutrition or Food Science & Nutrition
- Min 2 years' experience in Sales, Customer Service, Telemarketing or Retail Sales in HealthSupplement industry
- Strong command of English and Malay language in verbal and written
- Able to multi-task.
- Experience in customers service and sales in health supplement industry
- Aggressive, efficient, willing to learn and take on to more task.
- Required skill(s): Microsoft office.