Pure Form is a leading provider of high-quality food supplements committed to promoting health and wellness. We are dedicated to producing premium and effective products at affordable prices. As we continue to grow, we are seeking an experienced and dynamic Online Channel Manager to oversee and optimize our online channels.
The
Wellness Support Specialist will play a critical role in ensuring the efficient and smooth functioning of our Wellness Support operations. This individual will be responsible for managing various aspects of the overall customer support excellence.
Core Responsibilities
Customer Interaction
- Respond promptly to customer inquiries via online chat and email.
- Provide accurate and knowledgeable information about PureForm products, services, and policies.
- Address and resolve customer concerns professionally and in a timely manner by coordinating with the Customer Service/Operations team.
- Assist customers with placing orders, tracking shipments, and processing returns.
Sales & Technical Support
- Guide customers in making informed purchasing decisions that meet their needs.
- Share serving suggestions, offer guidance on product use, and highlight contraindications when necessary.
- Escalate complex technical concerns to higher-level support if needed.
- Upsell or cross-sell PureForm products and services when appropriate.
Record Keeping
- Maintain organized, detailed records of customer interactions and transactions.
- Document frequently reported issues and customer feedback for improvement purposes.
Team Collaboration
- Work closely with other support team members to ensure customer satisfaction.
- Participate in team meetings and training sessions to stay updated on company offerings and standard practices.
Quality Assurance
- Follow company guidelines to ensure consistent and high-quality service.
- Consistently achieve designated Key Performance Indicators (KPIs) for customer satisfaction, response time, and quality metrics
- Participate in regular performance reviews to maintain service excellence
Continuous Improvement
- Provide constructive feedback to management regarding recurring issues and enhancements to the customer support process.
Requirements
- Must be based in Malaysia
- Must be fluent in Mandarin/ Malay, both written and verbal
- Background in Medical or Health Sciences (e.g., Nursing, Physical Therapy, Occupational Therapy, Medical Technology / Laboratory Science)
- Possess strong English communication skills, both written and verbal
- Licensed healthcare professional preferred but not required
- Open to candidates from related fields aligned with health and wellness
- Demonstrated expertise and professionalism in wellness and health support
