Retail Customer Support Specialist

3 days ago


Tun Razak Exchange Kuala Lumpur, Malaysia MINISO (GUANGZHOU) CO.,LTD. Full time
Job Description

We are looking for a proactive and detail-oriented Retail Customer Support Specialist (Mandarin Speaker) to join our dynamic team. This role combines retail operations support and customer service excellence, ensuring smooth day-to-day operations, accurate order processing, and an outstanding customer experience.


Key Responsibilities

Retail Operations & Support

  • Handle and track sales orders, ensuring accuracy in inventory data and assisting with inventory optimization.
  • Collect and analyze sales data to support the sales team in identifying market trends and improving sales strategies.
  • Assist in resolving daily retail operation issues such as customer inquiries, logistics coordination, and store support.
  • Manage administrative tasks related to retail operations, including CRM system maintenance and marketing campaign support.

Customer Service & Experience

  • Provide excellent support to customers through live chat, email, and other communication channels.
  • Identify customer needs and provide clear, effective, and strategic solutions.
  • Ensure first contact resolution and follow up with internal teams and partners to ensure timely closure of cases.
  • Deliver top-quality service and build strong, lasting relationships with customers.
  • Assist in after-sales support, ensuring prompt issue resolution and high customer satisfaction.
  • Track customer feedback and recurring issues to help improve service quality and workflow efficiency.

Collaboration & Process Improvement

  • Work closely with internal teams (technical, operations, and sales) to resolve customer and retail issues efficiently.
  • Contribute to documentation, knowledge base, and process improvement to enhance response time and accuracy.
  • Provide constructive feedback on tools, procedures, and workflows to improve customer and team experience.

Requirements
  • Minimum 2 years of working experience in customer service, retail operations, or a related field.
  • Experience in live chat and email support is required.
  • Must be fluent in Mandarin and English (both written and spoken).
  • Detail-oriented, proactive, and motivated to exceed expectations.
  • Excellent communication and interpersonal skills.


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