Customer Experience Specialist
Job Summary
We are looking for a passionate and customer-focused Customer Experience Specialist to join our growing team. In this role, you will be the key point of contact for customers throughout their furniture purchasing journey. You will ensure exceptional service, prompt issue resolution, and a seamless customer experience.
Responsibilities
- Manage customer inquiries across multiple channels
- Coordinate order fulfillment and delivery logistics
- Provide product recommendations and showroom assistance
- Maintain CRM records and customer loyalty initiatives
Required Skills
- 1-3 years retail or customer service experience
- Strong communication and problem-solving skills
- Proficiency in Microsoft Office and CRM systems
- Detail-oriented and customer-centric mindset
Job Details
### Key Responsibilities
**Customer Service & Relationship Management**
- Deliver outstanding customer service through phone calls, WhatsApp, email, social media, and walk-in inquiries.
- Build strong relationships with customers by understanding their needs and providing suitable product recommendations.
- Handle customer inquiries, complaints, and feedback professionally and efficiently.
- Follow up on customer orders, deliveries, and after-sales matters to ensure customer satisfaction.
**Order & Delivery Coordination**
- Coordinate with sales, procurement, warehouse, and logistics teams to ensure smooth order fulfillment.
- Monitor order status and provide timely updates to customers.
- Assist in resolving delivery-related issues, product defects, or service concerns.
**Customer Experience Improvement**
- Gather customer feedback and identify opportunities to improve service quality.
- Maintain accurate customer records and communication history in the CRM system.
- Support customer retention initiatives and loyalty programs.
**Showroom Support**
- Welcome and assist walk-in customers visiting the showroom.
- Provide product information, material specifications, and care instructions.
- Collaborate with the sales team to enhance the overall showroom experience.
### Requirements
- Diploma or Bachelor's Degree in Business Administration, Customer Service, Marketing, or a related field.
- 1 to 3 years of experience in customer service, customer experience, retail furniture, home furnishing, or related industries.
- Strong communication and interpersonal skills.
- Excellent problem-solving and conflict-resolution abilities.
- Proficient in Microsoft Office and CRM systems.
- Ability to multitask and work in a fast-paced environment.
- Positive attitude, customer-centric mindset, and attention to detail.
- Preferred: Experience in furniture retail, interior design, or home improvement industry.
- Preferred: Familiarity with e-commerce platforms and social media customer engagement.
### Benefits
- EPF, SOCSO & EIS
- Medical claims
- Career growth opportunities
- Staff discounts on products and services
- Performance-based incentives