Customer Experience Executive

**About The Tea Republic**

Established in 2010 in Kuala Lumpur, The Tea Republic is a premium tea gifting brand redefining the tea experience. Our exquisitely blended teas and elegant packaging make us a favourite among gift shoppers, wellness enthusiasts, and corporates seeking something meaningful.

**Role Summary**

This is not your typical customer service job.

As a **Customer Experience Executive** at The Tea Republic, you are the voice, heart, and first impression of our luxury tea brand. From crafting thoughtful responses to guiding clients through custom tea gifting options, your role is to ensure every interaction reflects our elegance, excellence, and signature touch.

We’re looking for someone who naturally blends warmth and professionalism, who thrives on creating memorable client experiences, and who takes ownership of every conversation from enquiry to delightfully completed order.

**Key Responsibilities**:
1. **Customer Engagement & Support**
- Provide accurate information on product offerings, pricing, gift customisation, and bulk/corporate options.
- Prepare custom quotations and proposal decks that align with our brand aesthetic and tone.
- Follow up with leads and clients to ensure a seamless and satisfying experience from enquiry to delivery.

2. **Sales Support & Upselling**
- Assist with inbound sales and actively identify upselling opportunities in both B2C and B2B contexts.
- Understand our product range thoroughly to confidently make thoughtful recommendations.
- Liaise with corporate clients for weddings, events, and corporate gifting enquiries — supporting the sales cycle from consultation to closing.

3. **Customer Data & CRM Management**
- Accurately log all customer interactions, quotes, orders, and updates using our CRM system.
- Maintain clean, organised records and generate basic reports for internal review.
- Update client preferences and engagement history to support personalised service and long-term relationship-building.

4. **Internal Coordination & Presentation**
- Work closely with the order processing and packing team to ensure all client requests are properly fulfilled.
- Track special requests and ensure that every touchpoint — from packaging to delivery — aligns with our premium brand promise.
- Assist in creating and updating customer service templates, SOPs, and custom proposal materials.

**Requirements**:

- 1-2 years of experience in sales admin, marketing support, or customer service
- Excellent written and verbal communication skills
- Comfortable with CRM software, Google Workspace, and basic Excel
- A keen eye for detail, with a natural habit of following up
- Self-motivated and target-driven — you take pride in hitting monthly goals
- Prior experience in lifestyle, gifting, or F&B brands is a plus

**What We’re Looking For**
- A warm, articulate communicator with excellent written and spoken English.
- Someone who genuinely cares about customer satisfaction and brand integrity.
- Detail-oriented, highly organised, and proactive in resolving issues.
- Obsessively organised with strong documentation habits and accuracy.
- A people-person with a passion for crafting high-quality, personalised customer experiences.
- Prior experience with CRM tools or order management systems is a strong advantage.
- _A quick learner who gets the job done without waiting to be told twice._
- _Fresh grads with a hunger to grow and a gift for communication are welcome to apply._

**Why Join Us?**
- Competitive salary + Monthly performance incentives + Generous closing Commissions
- Be part of a boutique brand redefining tea gifting in Malaysia and beyond.
- Work in a creative, supportive environment where your ideas and care truly matter.
- A warm, collaborative team that values initiative and ownership
- Get hands-on exposure to premium B2B and B2C customer experiences.
- Enjoy a calm, tea-scented workspace
- Opportunities to grow into Sales, Customer Support, or Operations roles

**How to Apply**

Ready to help us deliver moments of joy, one beautifully packed box at a time?

Pay: RM2,500.00 - RM2,800.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

**Education**:

- Malaysian Special Skills Certificate (required)

**Experience**:

- Customer service: 1 year (required)

**Language**:

- Fluent English (required)

Work Location: In person

Application Deadline: 07/30/2025
Expected Start Date: 08/01/2025