Job Description

Position Overview

The Customer Service Assistant supports the Digital Marketing team by managing customer interactions across social media platforms, online ordering channels, and review platforms. This role ensures timely and professional responses to customer inquiries, feedback, and complaints while protecting the brand reputation and enhancing customer satisfaction.

Requirements

Minimum SPM / Diploma in Marketing, Communications, Customer Service, or related field. At least 1 year of experience in customer service, preferably within F&B, retail, or hospitality. Strong communication skills in English and Bahasa Malaysia (Mandarin proficiency is an added advantage). Comfortable using social media platforms and messaging tools. Positive attitude, patience, and strong problem-resolution abilities. Able to work in a fast-paced environment and handle multiple cases simultaneously.

Key Responsibilities Customer Service & Social Media Response

Monitor and respond to customer messages, comments, and reviews across social media platforms (Instagram, Facebook, TikTok) and delivery platforms (GrabFood, Foodpanda, ShopeeFood). Handle customer inquiries regarding menu items, outlet locations, store hours, promotions, and order issues. Escalate critical customer complaints to the Operations and Quality Assurance teams for follow-up and resolution. Maintain positive tone and accurate information in all public replies to ensure consistent brand voice.

Customer Issue Coordination

Coordinate with outlet teams to verify customer issues (missing items, food quality complaints, delivery delays). Follow up with customers until the case is resolved, ensuring a smooth customer experience. Record and update daily customer complaint logs and resolution actions.

Brand Image & Public Feedback Management

Monitor brand sentiment and flag trending customer issues to the Marketing Manager. Ensure the brand image is consistently positive through professional and empathetic communication. Assist in preparing customer feedback summary reports for management review.

Campaign & Promotion Support

Assist in responding to inquiries related to ongoing marketing campaigns, promotions, and loyalty/reward programs. Support the Digital Marketing team in gathering customer insights for campaign improvements.
Job Type: Full-time

Pay: RM1,500.00 - RM2,000.00 per month

Benefits:

Flexible schedule Health insurance Professional development
Work Location: In person