About the company:
RPG Commerce is a leading multi-brand, omnichannel powerhouse redefining the consumer landscape across Southeast Asia and beyond. With a portfolio of household names like Montigo, OiYO by MONTIGO, and Casebang, we have scaled from a digital-first startup to a regional force with over 70 retail locations across Malaysia and Singapore. Our footprint spans Malaysia, Singapore, Indonesia, Thailand, and the UAE, giving us a unique vantage point on global consumer trends.
About the role
As a Customer Experience (CX) Executive, you will play a pivotal role in delivering exceptional service and ensuring high customer satisfaction across our e-commerce and retail channels. You will support daily CX operations, execute best practices, and use data-driven insights to help improve our customer journey. Balancing hands-on problem-solving with process optimization, you will be the voice of our brand, ensuring every customer receives a fast, consistent, and delightful experience as we continue to scale globally.
Job Responsibilities
Customer Experience & Operations
- Deliver Excellence: Manage customer interactions across multiple channels (email, live chat, social media), ensuring timely, high-quality responses that align with our brand's tone of voice.
- Problem Solve: Act as the point of contact for complex or escalated customer cases, ensuring effective resolution while collaborating with appropriate internal stakeholders.
- Meet Targets: Ensure Service Level Agreements (SLAs) are consistently met across all channels and regional markets.
- Optimize Workflows: Assist in executing and maintaining Standard Operating Procedures (SOPs), policies, and best practices for inquiries, complaints, returns, and exchanges.
- Cross-Functional Collaboration: Work closely with internal teams (Operations, Logistics, Product, Marketing) to troubleshoot and resolve system or delivery issues.
Data Analysis & Continuous Improvement
- Track Metrics: Monitor key customer support performance metrics, including response times, CSAT, NPS, and resolution rates.
- Generate Insights: Assist in compiling weekly and monthly reports on CX metrics and customer feedback to help identify friction points in the customer journey.
- Maintain Documentation: Keep process flowcharts, FAQs, and internal resources up to date to ensure seamless knowledge sharing within the team.
- Culture Champion: Contribute to a customer-first team culture focused on empathy, ownership, and proactive problem-solving.
What you will need:
- Experience: 2 to 4 years of hands-on experience in customer service, customer experience, or a related operational role (Senior title will be considered based on experience level).
- Industry Knowledge: Experience in e-commerce, consumer brands, retail, or FMCG is strongly preferred.
- Technical Skills: Proficiency in customer service ticketing software (e.g., Zendesk, Freshdesk), CRM systems, and basic analytics tools.
- Analytical Mindset: An understanding of key CX metrics (SLA, CSAT, NPS) and the ability to draw basic insights from customer feedback.
- Communication Skills: Strong written and verbal communication skills, with the ability to navigate difficult customer conversations with empathy and professionalism.
- Execution Focus: Highly organized, self-motivated, and capable of prioritizing tasks effectively in a fast-paced, dynamic environment.
