Job Description

Role Summary

This is not your typical customer service job. As a Customer Experience Executive at The Tea Republic, you are the voice, heart, and first impression of our luxury tea brand. From crafting thoughtful responses to guiding clients through custom tea gifting options, your role is to ensure every interaction reflects our elegance, excellence, and signature touch. We're looking for someone who naturally blends warmth and professionalism, who thrives on creating memorable client experiences, and who takes ownership of every conversation from enquiry to delightfully completed order.

Key Responsibilities:

1. Customer Engagement & Support

Respond promptly and professionally to all customer enquiries across WhatsApp, email, phone, and social media DMs. Provide accurate information on product offerings, pricing, gift customisation, and bulk/corporate options. Prepare custom quotations and proposal decks that align with our brand aesthetic and tone. Follow up with leads and clients to ensure a seamless and satisfying experience from enquiry to delivery.
2. Sales Support & Upselling

Assist with inbound sales and actively identify upselling opportunities in both B2C and B2B contexts. Understand our product range thoroughly to confidently make thoughtful recommendations. Liaise with corporate clients for weddings, events, and corporate gifting enquiries -- supporting the sales cycle from consultation to closing.
3. Customer Data & CRM Management

Accurately log all customer interactions, quotes, orders, and updates using our CRM system. Maintain clean, organised records and generate basic reports for internal review. Update client preferences and engagement history to support personalised service and long-term relationship-building.
4. Internal Coordination & Presentation

Work closely with the order processing and packing team to ensure all client requests are properly fulfilled. Track special requests and ensure that every touchpoint -- from packaging to delivery -- aligns with our premium brand promise. Assist in creating and updating customer service templates, SOPs, and custom proposal materials.

Requirements

1-2 years of experience in sales admin, marketing support, or customer service Excellent written and verbal communication skills Comfortable with CRM software, Google Workspace, and basic Excel A keen eye for detail, with a natural habit of following up Self-motivated and target-driven -- you take pride in hitting monthly goals Prior experience in lifestyle, gifting, or F&B brands is a plus.

What We're Looking For

A warm, articulate communicator with excellent written and spoken English. Someone who genuinely cares about customer satisfaction and brand integrity. Detail-oriented, highly organised, and proactive in resolving issues. Obsessively organised with strong documentation habits and accuracy. A people-person with a passion for crafting high-quality, personalised customer experiences. Tech-savvy and experienced with email, WhatsApp Business, Google Suite or Microsoft Office. Prior experience with CRM tools or order management systems is a strong advantage. A quick learner who gets the job done without waiting to be told twice. Fresh grads with a hunger to grow and a gift for communication are welcome to apply.

Why Join Us?

Competitive salary + Monthly performance incentives + Generous Closing Commissions (up to 10%) o Be part of a boutique brand redefining tea gifting in Malaysia and beyond. Work in a creative, supportive environment where your ideas and care truly matter. A warm, collaborative team that values initiative and ownership Get hands-on exposure to premium B2B and B2C customer experiences. Enjoy a calm, tea-scented workspace Opportunities to grow into Sales, Customer Support, or Operations roles

How to Apply

Send us your resume and a short note on why you'd be a great fit for this role. Bonus points if you've browsed ttr.com.my and can name your favourite tea blend or gift set! Ready to help us deliver moments of joy, one beautifully packed box at a time?

Job Types: Full-time, Permanent

Pay: RM2,500.00 - RM2,800.00 per month

Benefits:

Health insurance Maternity leave Opportunities for promotion Parental leave Professional development
Ability to commute/relocate:

Petaling Jaya: Reliably commute or planning to relocate before starting work (Preferred)
Work Location: In person