Customer Service Executive

7 days ago

Petaling Jaya, Selangor, Malaysia BEACON MART SDN. BHD. Full time

We are hiring for Customer Service Executive (Mandarin Speaker preferred)

Key Responsibilities

  • Respond promptly to customer inquiries via phone, email, live chat, and social media.
  • Assist customers with order placement, payment issues, delivery tracking, returns, and refunds.
  • Handle complaints professionally, providing effective solutions and follow-up to ensure satisfaction.
  • Collaborate with logistics, warehouse, and product teams to resolve customer issues quickly.
  • Maintain accurate records of customer interactions and transactions in CRM systems.
  • Provide feedback to management on recurring issues and suggest process improvements.
  • Stay updated on product knowledge, promotions, and company policies to provide accurate information.
  • Support the team in achieving customer satisfaction KPIs (response time, resolution rate, CSAT score).

Requirements
- Diploma/Degree in Business, Communications, or related field.
- 1–3 years of experience in customer service, preferably in e-commerce or retail.
- Excellent communication skills in English (additional languages are a plus).
- Strong problem-solving skills and ability to remain calm under pressure.
- Familiarity with CRM tools, order management systems, and e-commerce platforms.
- Ability to multitask and work in a fast-paced environment.
- Customer-oriented mindset with a positive attitude.

Preferred Skills
- Experience with platforms like Shopify, Magento, WooCommerce, or Lazada/Shopee seller centers.
- Knowledge of digital payment systems and logistics processes.
- Basic data analysis skills to track customer service performance.

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