Operation Executive Customer Service
Job Summary
DobiQueen is hiring an Operation Executive - Customer Service to manage customer inquiries, resolve transaction and outlet issues, and ensure customer satisfaction across multiple channels. The ideal candidate must possess strong communication skills in Bahasa Malaysia and English, be customer-oriented, and be flexible with working hours including weekends and public holidays. Key responsibilities include handling complaints, assisting with online purchases, and maintaining service records in designated systems.
Responsibilities
- Manage customer inquiries across multiple digital and communication channels
- Handle outlet operations, machine malfunction, and payment transaction issues
- Process customer complaints, escalate complex cases, and follow up for resolution
- Conduct customer feedback surveys and maintain service records
Required Skills
- Diploma or Degree in business administration, management, or related field
- Excellent written and spoken communication in Bahasa Malaysia & English
- Minimum 45 WPM typing speed for data entry
- Flexibility to work on weekends and public holidays
Job Details
Customer Inquiry Management
Respond promptly and professionally to customer inquiries via phone calls, email, WhatsApp, Freshworks, Google Reviews, and Android and iOS app reviews.
Service Information & Online Purchase Assistance
Provide accurate information about DobiQueen's services, pricing, and promotions, and assist customers with online orders, payments, refunds, and purchase-related issues.
Outlet & Machine Issue Management
Handle customer complaints related to outlet operations, staff service, machine malfunctions, and service disruptions. Coordinate with the relevant Outlet Supervisor (OS), Operations, or Technical team for resolution.
Payment & Transaction Issue Resolution
Assist with payment failures, duplicate charges, missing transactions, incomplete orders, and refund requests by verifying records and coordinating with the relevant department.
Complaint Handling & Escalation
Handle customer complaints professionally, provide appropriate solutions, and escalate complex issues to the relevant department or supervisor when necessary.
Customer Follow-Up & Case Closure
Follow up on outstanding cases to ensure timely resolution and maintain accurate customer service records in Freshworks or other designated systems.
Customer Feedback, Survey & Engagement
Monitor customer reviews and feedback, conduct outbound survey calls when required for specific projects, promotions, or customer research, and report recurring issues and improvement opportunities to the relevant team.
Requirements
- Diploma or Degree in business studies/administration/management, secretarial or equivalents.
- Proactive, resourceful, responsible, responsive and flexible to changes in any situation.
- Excellent communication skills, both written and spoken in Bahasa Malaysia & English.
- Flexible with working hours and working days, able to work during weekends and Public Holiday.
- Customer service & details oriented.
- Able to exercise a high degree of tact and professionalism when dealing with various situations.
- Able to work under pressure and meeting tight deadlines.
- Able to adapt and learn new procedures/processes quickly and efficiently.
- Team Player, Positive thinker, IT literate with multi-tasking abilities.
- Minimum 45 WPM for data entry processing (data captured, billing & invoice).
- Willing to travel, when required