Malaysia Job Openings

Clarins Sdn Bhd

Senior Executive, Customer Care Malaysia & Singapore

FULL TIME

October 11, 2024

Job description
Customer Care Support (SG & MY)
  • Respond to all customer enquiries across all channels (including Email, Voice call, SMS, Whatsapp, Web Chat, Pro-active Chat, Facebook, Instagram) using Clarins Customer Care system and deliver a highest level of service and qualititative respond
  • Ensure all customer enquiries are responded to within stipulated timeframe: 24-48 hours
  • Constantly strive to achieve Customer Care KPIs including CSAT Score, First Reply Time and Full Resolution Time, etc.
  • Work with E-Commerce, CRM and Retail teams to ensure proficiency in handling consumer facing tools employed by Clarins.
Customer Care Operations Excellence (SG & MY)
  • Adhere to Customer Care SOP created for all functions to resolve customer enquiries efficiently and pleasantly and constantly share feedback with functional teams to improve the SOP.
  • Usage of and proficiency in relevant Clarins systems to ensure accurate and consistent information is provided promptly to customers
  • Proactively update customers’ key information and provide each ticket summary in Customer Care system.
Analysis & Reporting (Singapore and Malaysia):
  • Provide weekly and monthly Customer Care reports.
  • Animate and identify ways to constantly improve CSAT score and avg. respond time for email, chats or calls, and propose areas of improvements.
  • Communicate and work cohesively with all key stakeholders, whilst effectively monitoring results and provide feedback to fine-tune the customers’ journey.
  • Leverage on existing tools on the website as additional tool kit to support customers.
Requirements
  • Minimum ‘SPM’ or ‘STPM’ levels certification and above
  • Prior experience in customer service is a plus (minimum 1-2 years), specifically in financial services, retail, hospitality or beauty and skincare industries is an added advantage
  • Ability to read and write in English and Mandarin
  • Customer-oriented with good interpersonal and empathy skills
  • Good communication skills, both verbal and written
  • Pleasant disposition and personality
  • Highly adaptable to a fast-paced and dynamic environment
Job Types: Full-time, Permanent
Pay: RM4,500.00 - RM5,500.00 per month
Benefits:
  • Additional leave
  • Dental insurance
  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development
  • Vision insurance
Schedule:
  • Monday to Friday
Supplemental Pay:
  • 13th month salary
  • Yearly bonus
Expected Start Date: 12/01/2024
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