Job Summary: We are seeking a friendly, attentive, and customer-focused Customer Service Executive to join our team. The ideal candidate will act as the voice of the brand providing professional assistance to customers, ensuring a smooth shopping experience, and building long-term trust with CLEF's community.
Duties and Responsibilities:
Customer Interaction
- Respond promptly to customer inquiries via live chat, social media, email, and other communication channels.
- Provide accurate information about products, orders, and promotions.
- Handle complaints and resolve customer issues in a professional and empathetic manner.
Order & Service Management
- Coordinate with the logistics and warehouse team on order processing, shipment tracking, and delivery updates.
- Manage product exchanges, returns, and refunds according to company policies.
- Record and monitor customer feedback, complaints, and satisfaction levels.
Brand & Team Collaboration
- Work closely with the marketing and operations team to share insights from customer feedback.
- Support campaign launches and promotions by assisting with customer inquiries and post-purchase care.
- Uphold CLEF's brand voice and customer service standards across all communication platforms.
Continuous Improvement
- Stay up to date on skincare product knowledge and brand offerings.
- Identify common customer pain points and suggest process improvements.
- Maintain a positive, solution-oriented attitude in a fast-paced environment.
Qualifications and Skills:
- Diploma or Bachelor's Degree in Business, Communications, or related field.
- 12 years of experience in customer service, preferably in beauty, skincare, or e-commerce.
- Excellent communication skills in Mandarin, English and Bahasa Malaysia.
- Strong problem-solving skills and attention to detail.
- Customer-first mindset with a passion for skincare and helping others.
- Able to work both independently and collaboratively in a team environment
