Customer Service Executive

JOB DESCRIPTIONS

• Managed customer inquiries across multiple social media platforms, including Shopee, Facebook, Instagram, TikTok, for Al-Ikhsan Sports, Football Republic, and Al-Ikhsan Clearance.
• Handled customer complaints related to stores, products, staff, and overall service experience.
• Managed legal and regulatory complaints, including Tribunal claims and KPDN-related cases.
• Processed refunds for e-commerce orders and monitored order fulfilment to ensure timely resolution.
• Coordinated Store Transfer Merchandise (STM) orders between retail outlets.
• Responded to customer enquiries via email and WhatsApp in a timely and professional manner.
• Managed customer support for marketing campaigns, contests, and promotional activities.
• Supported the Marketing team during in-store activations, roadshows, and promotional events.
• Assisted customers with exchange requests and after-sales enquiries.
• Handled faulty product cases for both online and in-store purchases by coordinating with Brand Heads and relevant departments.
• Served as the primary point of contact for customer enquiries and internal department coordination following the relocation of the headquarters, where no receptionist hotline was available.
• Liaised with Area Managers to resolve store operations, customer service, and staff-related issues.
• Coordinated with the Finance team for customer vouchers and compensation requests.
• Worked closely with the Team Order department for bulk purchase enquiries.
• Liaised with the Leasing team regarding tenancy and leasing enquiries.
• Coordinated with the Warehouse and E-Commerce teams to resolve stock availability, fulfilment, and order-related issues.
• Worked with the Operations team to address store operational matters.
• Coordinated with the Promotions team to clarify promotion mechanics and campaign details.
• Collaborated with the Marketing team on campaign activations and customer engagement initiatives.
• Managed Al-Ikhsan Family loyalty points, including manual points adjustments and customer account enquiries.
• Participated in marketing events, brand activations, and customer engagement activities.
• Maintained and updated Google Business Profiles for over 184 retail stores, including new store openings, operating information, and business listings.
• Monitored and managed Google Reviews, responding to customer feedback and coordinating issue resolution to improve customer satisfaction and brand reputation.

QUALIFICATION

• At least one year in customer service field

Pay: RM2,500.00 - RM3,000.00 per month

Work Location: In person