JOB DESCRIPTION

• Establish and implement the process flow of the pre-sale, in-sale and after-sale of e-commerce.
• Utilize Customer Service and web technologies to increase consumer satisfaction.
• Responsible for the KPI system planning of customer service, setting reasonable evaluation indicators and monitoring operations, and achieving continuous improvement of customer service indicators.
• Establishing an effective communication mechanism with cross-functional teams and third parties, including courier service and warehouse, to resolve and QA site issues related to Customer Care, Orders and/ or Returns.
• Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements and improve efficiency.
• Act as interface between buyer and seller, setting realistic expectations, resolving fulfilment related problems and providing support to customer ensuring a high level of satisfaction.
• Take ownership, log, and co-ordinate all related queries and request from customers.
• Follow up and solve incidents; escalate incidents to when unable to resolve and ensuring that service quality levels meet expectations.
• Any other marketing tasks assigned by the management.
• To undertake special projects and ad-hoc duties as and when necessary.

JOB REQUIREMENT

• Good command of English and Bahasa Malaysia, both spoken and written.
• At least 1 or 2 years of working experience customer service or contact center management experience, preferably in Consumer. 
• Goods, Online Retail, E-commerce industry.
• Possess initiative with the ability to work independently and as a team.
• Ability to be resilient when dealing with situations.