Customer Service Executive

About the Role

We are looking for a proactive and customer-focused Customer Experience & Retail Executive to support customers across phone, email, WhatsApp, social media and walk-in channels.

You will handle enquiries, resolve customer concerns, assist with after-sales matters and support the daily operations and sales activities of Corvan's Experience Centre.

Responsibilities

• Respond promptly and professionally to customer enquiries through SleekFlow/WhatsApp, phone and email.
• Manage customer chats on Shopee, Lazada and TikTok Shop, including product, order, payment and after-sales enquiries.
• Handle complaints, warranty claims, repairs and after-sales requests according to SOPs.
• Call customers to obtain approval for service quotations or proposed repairs and provide updates on their service tickets.
• Follow up on open cases, keep customers informed and escalate complex or unresolved issues to the Team Lead.
• Monitor and respond professionally to marketplace reviews and Google Reviews, following up on customer concerns where needed.
• Assist customers with parts and consumables enquiries, including availability, pricing, ordering and payment instructions.
• Coordinate with Technical, Warehouse and Logistics teams to resolve customer issues and arrange deliveries or returns.
• Maintain accurate customer records, service tickets, approvals and case updates in HubSpot.
• Check parcel contents & pack parcels securely, create accurate air waybills (AWBs) and prepare shipments for courier pickup.
• Collect customer feedback and highlight recurring issues or opportunities to improve service.
• Meet assigned targets for response time, follow-up, case resolution, customer satisfaction and shipment accuracy.
• Perform other related duties assigned by the Team Lead or management.

Required Skills

• Strong customer service mindset with good problem-solving skills.
• Good spoken and written communication skills in English and Bahasa Malaysia.
• Patient, empathetic and professional when handling enquiries, complaints and reviews.
• Organised, detail-oriented and able to prioritise across multiple communication channels.
• Comfortable using CRM systems, marketplace seller platforms, digital communication tools and basic office software.
• Able to follow SOPs and maintain accurate customer, order and shipment records.
• Willing to handle hands-on parcel checking, packing and courier preparation.
• Able to work independently and coordinate effectively with other teams.
• Willing to work weekends or public holidays when required.

Preferred Skills

• Experience in customer service, retail, e-commerce or after-sales support.
• Experience using HubSpot or similar CRM software.
• Experience with home appliances or consumer electronics is an advantage.

Who are we looking for

You'll probably thrive at Corvan if you:

• Take ownership – You see a problem and act on it.
• Learn fast – You're curious and resourceful when you don't know something.
• Can multitask – You know how to prioritise when several things are happening at once.
• Think commercially – You're interested in what drives sales, conversion and profit.
• Love improving things – We've always done it this way isn't a good enough reason for you.
• Embrace AI – You're excited to use AI and automation to work smarter.
• Care about details – You know small mistakes can create big problems.
• Communicate well – Good spoken and written English; Mandarin is an advantage for communicating with Chinese-speaking partners and stakeholders.

Benefit Package

1. Medical Benefit
2. Optical Benefit
3. Dental Benefit
4. Annual Leave
5. Medical Leave
6. Parking Allowance
7. Phone Allowance
8. EPF, SOCSO, EIS Contribution
9. Annual Increment & Bonus(Subject to performance of Staff & Company)

Office Location

• T01 & T02, 3rd Floor, Atria Shopping Gallery, Jalan SS22/23, Damansara Jaya, 47400 Petaling Jaya, Selangor, Malaysia.

Sound Like You

• We're not looking for someone who already knows everything.
• We're looking for someone who learns fast, takes ownership, solves problems and keeps finding better ways to work.
• If that sounds like you, we'd love to meet you.