The Important Role

The Role is to provide excellent customer service to ensure an efficient and profitable business by increasing customer satisfaction, loyalty, retention, and exceeding customer expectations. You are involved in managing the company's social media and eCommerce channels and the traditional inquiries via telephone and communication applications.

You will play an important role in:

• Engaging in all forms of consumer and wholesale customer service.
• Assisting customers with email or phone sales inquiries for both wholesale and retail orders.
• Monitoring, updating, and conducting live chats across company eCommerce and social media channels
• Processing wholesale purchase orders and liaising with our warehouse team to oversee the timely dispatch of orders.
• Occasionally assisting our warehouse team (during busy periods) with picking orders.
• Dealing with customer complaints and/or returns for both wholesale and retail customers.
• Assisting with occasional direct-to-consumer warehouse sales.
• Handling trade and consumer showroom appointments.
• Monitoring inventory levels and ensuring eCommerce sites are up to date and accurate as well as facilitating stock takes with our warehouse team.
• Updating reporting templates regularly.
• Contacting wholesale customers regarding account issues and following up on overdue invoices.
• Dealing with local freight companies and couriers and updating customer shipping queries.
• Provide administrative support to the Owner and across different functions.
• Follow all operating procedures in a methodical and structured manner whilst providing exceptional attention to detail.
• Complete additional office duties as directed.

To be successful in this role, you will need to have:

• Previous experience gained in a similar role. Ideally in E-commerce.
• Experience with e-commerce and social media sites such as Facebook, Shopee, and Lazada would be an advantage.
• Proficiency in English and Bahasa Malaysia both verbal and written.
• Ability to respond to customer inquiries promptly. Ability to communicate in a clear, easy-to-understand manner.
• You will need a good eye for detail, coupled with quality communication ability.
• You absolutely must be experienced in using Microsoft Excel and Good skills with the rest of the MS Office suite will also be important.
• Strong work Ethics. You must be discreet and have respect for the importance of maintaining the confidentiality of sensitive material.
• Able to Manage Administration including inquiries, sales, and records.
• Highly developed organization and time management skills with the ability to multitask.
• Organized, thorough, accurate, and eye for detail.
• The ability to solve problems independently.
• Exceptional customer focus, both internal and external, and positive with a proactive approach to sales and customers.
• Happy to apply a hands-on approach to warehouse operations and logistics if required.

Junior & Senior Positions are available.

A highly social environment with passionate people, where things don't stop at 5! If you are someone who engages in their job this could be for you!