Customer Service Executive
Job Summary
Manage end-to-end customer operations, network compliance, bonus and financial reconciliation, and distributor network support within a direct-selling framework. Handle omnichannel inquiries and maintain accurate distributor records while ensuring compliance with company standards. Coordinate workflow between customer service and relevant departments to support business performance.
Responsibilities
- Manage customer operations and omnichannel inquiries
- Process bonus payouts and monitor network compliance
- Track incentive campaigns and compile sales reports
- Coordinate cross-functional operations
Required Skills
- Degree in Business, Marketing, or related field
- 1-3 years experience in Customer Care or Operations
- Proficiency in Microsoft Office
- Fluent in Bahasa Malaysia and English
Job Details
About the Role
Manage end-to-end customer operations, network compliance, bonus/financial reconciliation, and distributor network support within a direct-selling framework.
Key Responsibilities
Customer Service & Distributor Administration
- Handle omnichannel inquiries (walk-in, phone, WhatsApp) regarding campaigns, marketing plans, portal systems, and e-commerce requests.
- Maintain, verify, and update distributor records, banking details, member transfers, terminations, and rejoining applications.
- Dispatch member notifications (SMS, email, system alerts) regarding renewals, ECP rejections, and membership statuses.
- Manage online system access (e-statements, distributor portals) and physically organize sales documentation (tax invoices, contracts).
Bonus, Compliance & Operational Support
- Execute operational tasks on top-up days, including invoice verification, payment collection, and stock distribution administration.
- Process Electronic Credit Payment (ECP) bonus payouts (Local & International) and track rejected payments with Accounts/Bonus teams.
- Handle product buy-back requests, complaints, and relevant documentation.
- Monitor and enforce compliance regarding unauthorized online sales, price-cutting, and unauthorized third-party platform listings.
Network Sales, Events & CRM
- Track incentive campaign achievements, qualification statuses, and fulfilment.
- Compile sales analysis and business performance reports for management and field leaders.
- Assist in organizing recognition programs, incentive trips, and distributor engagement events.
- Manage consumer databases and lead the execution and analysis of the Annual Customer Satisfaction Survey.
Cross-Functional Operations
- Coordinate workflow between Customer Service and all relevant departments.
- Perform ad-hoc duties and special projects assigned by Management from time to time.
Requirements
- Diploma or Bachelor’s Degree in Business Administration, Marketing, Communication, or a related field.
- Minimum 1–3 years of experience in Customer Care, Operations, or Distributor Support (experience in Direct Selling / MLM / Network Marketing is an added advantage).
- Proficiency in Microsoft Office (Excel, Word).
- Basic analytical skills to read and prepare performance reports.
- Excellent interpersonal, problem-solving, and conflict-resolution skills.
- High attention to detail with strong organizational ability.
- Strong compliance awareness and ethical standards.
- Languages: Fluency in Bahasa Malaysia and English (proficiency in Mandarin is a plus to support various distributor groups).