About Jaya Grocer
Jaya Grocer is an affiliate of Grab, Southeast Asia’s leading superapp. To bring the convenience of on-demand grocery delivery to more consumers in Malaysia, we are dedicated towards building a strong team that is aligned with our goals. At Jaya Grocer, team collaboration and dedication is what we require to deliver quality products and service to our consumers and customers.
Our Vision
Our goal is to become the leading online-to-offline (O2O) retailer, leveraging our omnichannel strength to provide our customers with a rewarding, fulfilling, and exciting experience. Our goal is for customers to say “ I can get what I want whenever I need it”. We aim to achieve this through offering high-quality yet affordable goods, facilitating seamless cashless checkouts, loyalty membership via Grab Rewards and introducing our private label with "Grab Signatures."
Our Mission
· Provide a diverse variety of High Quality and Fresh Produce
· Offer attractive Best Value Pricing
· Ensure customers have the Best Shopping Experience
· To grow the business through successful Collaboration and Partnerships
· Practice the Values of Jaya Grocer every single day
Our Values
· Teamwork
· Trust
· Integrity
· Customer Satisfaction
· Growth
These Values form the foundation of our organization and should be lived by each of us, as they are a part of our DNA. So, if you fit the profile and are able to contribute towards our goals, join us!
Get to know your role:
You will be responsible for leading, marketing and program managing all initiatives end to end at Jaya Grocer. You will be applying creativity, consumer insights and analytical skills to find new ways to generate demand for Jaya Grocer across all their channels and co-working with the Marketing teams to cross-amplify the effectiveness of the campaigns.
Job Summary:
Organized and friendly on the phone, in person and using written communication. Interacting directly with customers to answer questions, solve problems, provide product education and maintain a company reputation for high quality service.
Key Responsibilities:

• Manage large amounts of incoming calls and enquiries (MOCET system), to manage and handle all customers, bilingual – mandarin & Cantonese will be helpful.
• Generate sales lead, liaison with Jaya Grocer Online Team – Pickers, Riders & all JG Online outlets. (to monitor all delivery, exchanges & refund)
• Resolve customer complaints via phone, email and social media, perform follow up in response to request and information to ensure resolution.
• Improving quality service by recommending improved processes, identifying new products and service applications.
• Prepare service reports by collecting, analysing and recording customer’s feedback, information, complete supporting paperwork and sharing with the team, departments and outlets monthly. (feedback from telephone, Fresh desk, Live chat & social media)
• Obtain and update customer databases.
• Maintain updated CS Online scripts and probe to better target customers; acquire knowledge of all company products and services to provide adequate information to customers.
• Maintain and update all current Online procedures, guidelines & policies.
• Conduct in house CS Online training and employee induction-reinforce Jaya Grocer culture.
• Work with team leaders & HOD, to ensure appropriate changes are made to improve customer satisfaction.
• Generate weekly reports to measure and motivate team’s performance.
• Able to collaborate with a team, prioritize and multitask.
• Perform other related duties as assigned or requested.

You should have:

• Diploma in business administration, marketing, or a related field. Relevant certifications are a plus.
• Minimum 2 years experience in Customer Services in the Calls Centre or via face-to-face.
• Has a customer-focused mind-set with a passion for delivering exceptional customer experiences.
• Has excellent communication (written & spoken) skills in English (Mandarin, Cantonese & Bahasa Melayu is a plus)
• Ability to multitask, prioritize, and manage time effectively

Job Type: Full-time
Pay: From RM2,500.00 per month
Benefits:

• Free parking
• Health insurance
• Opportunities for promotion
• Professional development

Schedule:

• Rotational shift

Ability to commute/relocate:

• Petaling Jaya: Reliably commute or planning to relocate before starting work (Required)