Customer Service Executive
Job Summary
The Future Brands Sdn Bhd is looking for a Customer Service & Operations Executive to manage customer enquiries across multiple digital channels and oversee daily operations. The ideal candidate will handle order processing, coordinate with the warehouse for fulfillment, and maintain accurate operational records. Excellent communication skills in English and Mandarin are required for this role.
Responsibilities
- Respond promptly to customer enquiries across various channels
- Process and confirm customer orders accurately
- Coordinate with the warehouse for timely fulfillment
- Prepare operational reports and maintain records
Required Skills
- Diploma or Bachelor's Degree in Business Administration or related field
- Excellent communication skills in English and Mandarin
- Strong customer service mindset
- Experience with e-commerce chat platforms
Job Details
Key Responsibilities:
- Respond promptly to customer enquiries via IG DM, Facebook Messenger/ ManyChat, Shopee Chat, Whatsapp, and other designated communication channels
- Maintain a professional, friendly, and solution-oriented when assisting customers
- Identify recurring customer concerns and provide feedback to the team for continuous improvement
- Process and confirm customer orders from Shopee, website, and manual/DM orders accurately
- Coordinate with the warehouse team to ensure timely order fulfillment and shipment
- Monitor inventory levels and notify the PIC of low stock or replenishment requirements
- Maintain accurate records of customer enquiries, orders, refunds, exchanges, and customer information
- Prepare daily, weekly, or monthly reports on order volume, customer enquiries, common issues, and stock movement
- Assist in maintaining FAQs, reply templates, and customer service SOPs
- Assist with graphic design tasks for UNDF as assigned by the PIC
Requirements:
- Diploma or Bachelor's Degree in Business Administration, Customer Service, Marketing, or a related field.
- Excellent verbal and written communication skills in English and Mandarin.
- Strong customer service mindset with the ability to handle enquiries professionally and empathetically.
- Experience handling customer enquiries via Instagram DM, Facebook Messenger, WhatsApp, ManyChat, Shopee Chat, TikTok Shop Chat, or website live chat.