Digital Customer Service Executive

Job Description

DIGITAL CUSTOMER SERVICE EXECUTIVE
We are looking for enthusiastic Customer Service. By joining this team, you will be on an employment with the company. You will be given exposure in the workings of the Digital Customer Service in KHIND. To ensure success as a Digital Customer Service Executive, you shall possess deep curiosity to the E commerce industry ecosystem such as customer service, CRM tools, marketing campaign workings, social media, live streaming and enjoy working in a fast-paced environment.

Responsibilities:
• Follow KHIND service standards and company values
• Learn and able to understand KHIND product knowledge quickly
• Conduct the CS job scopes and create excellent customer experience for KHIND Digital Customer Service, including
a) Replying chats / customer inquiries or engagement from marketplace, email, and offline channel
b) Handling inbound calls from online customers
c) Handling daily customer Complains and issues
d) Perform necessary follow up (pending payment, pending case) with proper tracking and monitoring e) Responding to customer comments
• Be the co-host during Live Stream (if needed)
• Understand the operation for E-commerce site (order process, invoicing, shipping, aftersales)
• Working together with Commercial team to write the product description based on the customer insight
• Building strong relationships with customers

Requirements:
• Able to perform a positive, empathetic, and professional attitude
• Diploma/Bachelor’s degree in hospitality, marketing, or related field (would be preferred)
• Proficient in MS Office/Excel
• Fluent in Bahasa Malaysia, English, and able to communicate on basic Mandarin or Tamil would an added advantage • A Team Player
• Knowledge of CRM (Customer Relation Management) tools is an added advantage.
• Familiar with online marketplace and the active user of Shopee/Lazada/TikTok/PGMall
• Willing to work on the Shift Basis
• Ability to multi-task and meet strict deadlines.
• Excellent communication and interpersonal skills.
• Willing to work long hours on campaign days E.g., Valentine’s Day sales, 11.11 sales
• Ability to follow instructions, committed to learning and delivering results.