About the Company
Founded in 2017, RPG Commerce is a leading direct-to-consumer (DTC) omni-channel company dedicated to building cutting-edge everyday essentials. With an in-house portfolio ranging from innovative active wear to home and living products, RPG currently carries an in-house brand portfolio of brands, including MONTIGO, OiYO by MONTIGO and CASEBANG.
About The Job
We are seeking a highly organized and analytical Customer Experience & Operations Executive to support our retail operations in Malaysia and Singapore. This role requires a unique blend of customer service excellence, administrative efficiency, and financial accuracy. The ideal candidate is an early riser who thrives in an early-shift schedule (arrive early, leave early) and possesses exceptional spreadsheet and numerical skills to handle daily data reporting and monthly commission calculations.
Responsibilities
1. Customer Experience & Support (MY & SG)
- Provide timely and professional responses to customer inquiries, complaints, and refund requests across all communication channels in alignment with company policies.
- Act as a central point of contact for internal CE teams in Malaysia and Singapore, delivering prompt and accurate updates regarding stock availability.
- Conduct weekly audits of Google Reviews to monitor store ratings, identify best practices, and flag areas for service quality improvement.
2. Data Management & Administrative Operations
- Update and maintain various retail reports for MY & SG stores.
- Process and submit claims, budget requests for upcoming events, and staff reimbursements.
- Publish and update store bulletins on a weekly basis (every Tuesday).
- Prepare and organize participant data and budget calculations for operational meetings.
3. Commissions & Incentives Calculation
- Execute accurate and on-time monthly commission calculations for all MY & SG retail staff.
- Prepare and manage staff incentive data, including specialized programs like Palate Parade and Mood Incentives.
- Ensure prompt reimbursement for monthly achievers to consistently recognize staff performance.
What You Need To Have
- Advanced Spreadsheet Expertise: Highly proficient in Google Sheets and Microsoft Excel. Must be comfortable using advanced formulas and managing large datasets seamlessly.
- Strong Numerical Aptitude: Excellent calculation skills with a meticulous eye for detail to ensure zero errors in daily sales updates, budget forecasting, and complex commission payouts.
- Early Working Schedule: Must be willing and able to commit to an early shift schedule, arriving at the office early and departing early.
- Customer-Centric Mindset: Proven experience in handling customer complaints, resolving refund cases efficiently, and driving customer satisfaction.
- Communication Skills: Strong verbal and written communication abilities to effectively liaise with internal teams and conduct staff training sessions.
- Proactive & Organized: Ability to juggle administrative tasks, weekly reporting, and monthly financial responsibilities while adhering strictly to operational timelines.
