Customer Service Executive

Job Brief

Fusion Bakery has earned its reputation as Penang's best butter cake brand, built on over 30 years of traditional recipes loved by both locals and tourists. With a strong national following, innovative product creations, and a commitment to natural ingredients, we are expanding rapidly across Malaysia. To fuel this growth, we are seeking passionate and driven talents to join our team and help us continue delighting customers while redefining the pastry experience.

Today, Fusion continues to expand across Penang and beyond while staying true to our roots of quality and authenticity. We believe our people are the heart of our success, working together to delight customers, preserve tradition, and drive the future growth of Fusion Bakery.

We are seeking a self-driven, detail-oriented, and highly organized Customer Service Executive (Support & Quality) with strong communication, analytical, and leadership skills to oversee service quality and support continuous improvement in our F&B business. You will play a key role in supervising a customer service staff, managing CRM and AI-powered service tools, handling customer enquiries and complaints, preparing reports with actionable insights, and reviewing processes to enhance service standards, operational efficiency, and the overall customer experience.

Job Highlights

• Opportunity to gain hands-on experience in F&B operations, customer service strategy, and process optimization, with opportunities for professional growth.
• Flexible work arrangements to support work-life balance.
• Competitive salary and benefits package, with the chance to grow together with a company actively expanding its presence across Malaysia and beyond.

POSITION SUMMARY

This position involves supervising customer service staff, handling enquiries and complaints to ensure professional and timely resolution and strengthening customer relationships. It also oversees CRM and AI-powered service tools, monitors service performance data, and prepares reports with actionable insights. By reviewing and refining processes, the role drives continuous improvements in service quality, operational efficiency, and overall customer experience.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Supervise and guide a customer service staff, including overseeing daily tasks, providing coaching, conducting performance reviews, and managing people-related responsibilities.
• Handle customer enquiries via messaging platforms, including special requests such as bulk orders, customized enquiries, or urgent cases; address and resolve complaints effectively, escalating complex issues to management while offering proactive solutions.
• Build and maintain positive customer relationships by understanding needs, providing appropriate solutions, and proactively enhancing customer satisfaction and loyalty.
• Process customer orders accurately, monitor order status, and coordinate with outlets to ensure timely fulfillment.
• Manage CRM and AI-powered customer service systems, including data input, testing, and auditing auto-responses to ensure accuracy, professionalism, and effectiveness.
• Maintain and analyze service records, customer feedback, and system performance data; prepare regular reports with insights and recommendations for improvements.
• Review and refine service processes to identify opportunities to streamline workflows, enhance service quality, and strengthen operational efficiency.
• Carry out, as and when required, any additional tasks and responsibilities which are reasonably compatible with this job description and objectives.

REQUIREMENTS

• Diploma or bachelor's degree in Business Administration, Hospitality, Communications or a related field.
• Minimum of 2 years' experience in customer service, service quality, or support, preferably within the Retail or Food & Beverages industry.
• Experience in supervising or managing staff, including performance management and coaching.
• Demonstrated ability to manage and resolve customer complaints with professionalism, empathy, and effective solutions.
• Strong analytical, organizational, and problem-solving skills, with the initiative to manage multiple inquiries and identify opportunities for process improvement.
• Excellent interpersonal skills with a genuine passion for engaging people and ensuring customer satisfaction.
• Proficiency in messaging platforms such as WhatsApp Business, Messenger, or social media channels; familiarity with CRM or AI-based customer support tools is an advantage.
• Excellent written and verbal communication skills in both Chinese and English.
• Ability to work independently with minimal supervision.
• Well-versed in MS Office applications, especially Excel for reporting and analysis.