Job Description

Mohon
Penerangan Kerja
Kelayakan
Educational and Job Requirements:

• Minimum SPM or equivalent (Diploma or Degree in Business, Marketing, Communication, or related field preferred).
• Fresh graduates are encouraged to apply. Candidates with 1 year or more experience in customer service or e-commerce are preferred.
• Proficient in English, Bahasa Malaysia, and Mandarin (spoken and written).
• Strong understanding of e-commerce operations (Shopee, Lazada, TikTok Shop, etc.) is an advantage.
• Basic knowledge of gaming products, or willingness to learn about video games, consoles, and accessories.
• Proficient in Microsoft Office (Word, Excel, Outlook) and comfortable with CRM or chat management tools.

Personal Qualities Requirements:

• Humble and Open to Feedback: Eager to learn, accept feedback, and continuously improve.
• Responsible and Reliable: Takes ownership of assigned tasks and follows through with commitment.
• Good Time Management: Efficiently manages workload and prioritizes multiple customer inquiries.
• Works Well Under Pressure: Maintains composure and professionalism during peak hours and stressful situations.
• Strong Communication: Polite, empathetic, and clear in written and verbal communication.
• Team-Oriented and Respectful: Works harmoniously with colleagues, following internal policies and maintaining team spirit.
• Proactive Problem Solver: Anticipates customer needs and takes initiative to resolve issues.
• Flexible and Adaptable: Willing to work shift arrangements, including weekends and holidays (work-from-home rotation), to ensure high response rates.

Tanggungjawab
1. Customer Interaction & Support

• Respond to customer inquiries on all platforms (Shopee, Lazada, TikTok, Website, Social Media) in a timely and professional manner.
• Maintain a response rate above 95% and ensure high satisfaction scores.
• Provide accurate product and service information to customers and resolve issues effectively.
• Coordinate with teammates or manager to ensure coverage during weekends or holidays (via work-from-home shifts).

2. Complaint and Feedback Handling

• Handle customer complaints with empathy and provide appropriate solutions.
• Record all feedback and report recurring issues to the Head of Customer Service for process improvement.
• Ensure resolution of all cases within company's SLA (Service Level Agreement).

3. Return, Exchange & Warranty Management

• Manage returns, exchanges, and warranty claims in accordance with OTAKUYA's policies.
• Maintain clear communication with customers throughout the resolution process.
• Liaise with operations and warehouse teams for accurate processing of returned items.

4. Pre-Order and Order Status Management

• Assist customers in managing pre-orders, providing accurate product and shipment updates.
• Follow up on delayed shipments and ensure customers are informed proactively.

5. Same-Day Delivery & In-Store Pickup Coordination

• Coordinate same-day delivery requests and in-store pickups.
• Ensure instructions are clearly relayed to the operations and logistics teams for smooth execution.

6. Innovation and Service Improvement

• Identify areas for service improvement and propose new ideas for workflow optimization.
• Support the implementation of new customer engagement strategies or automation tools.
• Stay updated with the latest gaming trends and products to better serve OTAKUYA's target audience.

Manfaat
Benefits

• Annual Leave
• Medical & Hospitalisation Leave
• Meal Allowance
• Performance Bonus
• Punctuality Bonus
• Transportation Allowance
• EPF / SOCSO / PCB
• Annual Increment
• Training Provided
• Staff Discount on Gaming Products
• 5 Working Days per Week
• Work-Life Balance Culture
• No Overtime Culture
• Open Workspace
• Zero Tolerance for Bullying or Office Politics

Manfaat tambahan

• EPF / SOCSO / PCB
• Medical Insurance
• Annual Leave
• Annual Bonus
• Performance Bonus
• Overtime Pay
• Allowance Provided
• Flexible Working Hours
• 5 Working Days
• Training Provided
• Staff Discount
• Medical and Hospitalisation Leave
• Staff Meal

Kemahiran
Customer Service Communication Skills Mandarin Language Proficiency Problem Solving Active Listening Empathy Conflict Resolution
Peringatan Penting
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Skills Required