Customer Service Officer

2 weeks ago

Kampong Baharu Balakong, Selangor, Malaysia Mighty Bakery Sdn Bhd Full time 24,000 - 72,000 per year

Job Description:

  1. Maintain a positive and professional attitude toward customers at all times.
  2. Handle customer inquiries, feedback, and complaints promptly through various channels (email, phone, social media, and live chat).
  3. Respond to comments and messages on social media platforms to enhance customer engagement and interaction.
  4. Coordinate closely with internal departments (QA, Sales, Production, Logistics, and Marketing) to ensure timely and effective resolution of customer issues.
  5. Record and track customer interactions, feedback, and complaint resolutions systematically to ensure data accuracy and support service improvement.
  6. Analyze recurring issues and customer feedback to provide insights for continuous improvement and product quality enhancement.
  7. Support CRM activities such as customer satisfaction surveys, loyalty programs, and retention campaigns.
  8. Ensure adherence to company service standards, SOPs, and customer satisfaction KPIs.
  9. Assist the Sales Operation team with order processing, delivery coordination, and administrative support when required.
  10. Perform ad-hoc tasks or assignments as directed by superior.

Requirements:

  • Possess at least a Diploma or Degree in Business Management, Business Administration, Marketing, or related field.
  • Minimum 1 year of working experience in a customer service or CRM-related role, preferably in FMCG or manufacturing industry.
  • Proficient in Microsoft Office applications.
  • Strong problem-solving, coordination, and follow-up skills.
  • Excellent communication and interpersonal skills, well-versed in English and Bahasa Malaysia (Mandarin is an added advantage).
  • Customer-oriented mindset, able to manage difficult situations calmly and professionally.
  • Detail-oriented with good record-keeping and reporting skills.
  • Able to work both independently and collaboratively across teams.

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