Customer Experience Specialist

1 day ago

Shah Alam, Selangor, Malaysia Mu & Mars Sdn. Bhd. Full time 24,000 - 36,000 per year

Job Summary:

Customer Experience Specialist is of great significance to OilyPod and Woos. 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:

  • Provide happy, helpful and professional customer service via the following channels; Social media (Facebook, Instagram, TikTok, etc), email, website chat, WhatsApp, phone call, Shopee, Lazada, etc.
  • 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, RM3,000.00 per month

Benefits:

  • Opportunities for promotion

Ability to commute/relocate:

  • Shah Alam: 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)

Work Location: In person

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