Customer Experience Specialist

4 days ago

Shah Alam, Malaysia Mu & Mars Sdn. Bhd. Full time

Job Summary:
Customer Experience Specialist is of great significance to OilyPod. A person in this position will engage in sales & resolve any emerging problems that our customers might face with accuracy and efficiency. Responding efficiently to customer inquiries and maintaining high satisfaction throughout the customer experience.

Essential Functions:

- Research to resolve problems promptly and courteously
- Respond to customer concerns in a professional manner
- Make safe and appropriate oil recommendations to customers when asked
- Respond with correct grammar
- Document and follow up on all customer service issues
- Process manual orders, returns, refunds, credits, replacement orders, and loyalty points
- Stay updated on brand product knowledge
- Know and understand the company's e-commerce, operations, ordering, products and shipping policies.
- Contact other platform’s customer service, such as Shopee and Lazada should any issue arise.
- Communicate with courier services regarding problematic parcels until they are resolved.
- Communicate with the brand's aromatherapists and customer service department to resolve customers' questions and concerns.
- Proactively communicate with the internal team to help improve customer experience, especially when customers leave feedback and make requests.
- Respond to customers outside office hours remotely, for certain online platforms, within a more lenient timeframe.
- Serve walk-in customers for woos and oilypod products.

Required Experience and Qualifications:

- MALAYSIAN ONLY
- Proven customer service experience
- Strong communication and active listening skills
- Ability to multi-task, prioritize, and manage time effectively
- Strong communicator - must be fluent in English and Bahasa Malaysia
- Knowledge of proper grammar and spelling
- Strong computer and organizational skills
- Ability to work as a team and individually
- Self-motivated and willing to learn new tasks and knowledge

Preferred Qualifications:

- Ability to type 50-60 WPM
- Knowledgeable in aromatherapy and essential oils - being an aromatherapist or possessing any aromatherapy certification is a bonus
- Fresh graduates with interest in aromatherapy are welcome to apply

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

Pay: RM2,000.00 - RM3,000.00 per month

**Benefits**:

- Opportunities for promotion

Schedule:

- Monday to Friday

Supplemental Pay:

- Attendance bonus
- Performance bonus

Ability to commute/relocate:

- Bukit Jelutong: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

- Do you have interest/passion in aromatherapy?
- Would you describe yourself as an extrovert person?

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- Customer Experience Specialist: 1 year (preferred)

**Language**:

- English (preferred)
- Bahasa (preferred)

Expected Start Date: 06/23/2025

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