Executive, Customer Services (Office Hour)

Overview of the Position:

The role involves interacting with customers referring to our agents, known as Independent Business Owners (IBO) to address their concerns, answer questions, and assist with their needs. It also supports department management in ensuring efficiency, organization, customer satisfaction, and loyalty.



The role required to execute the below tasks and initiative:

Handling Customer or agents (IBO) Inquiries

Respond promptly and professionally to inquiries from customers and IBOs via phone (inbound/outbound), email, live chat, and social media, ensuring compliance with established service-level agreements (SLAs).

Providing Product/Service Information

Educate customers or agents (IBO) about the products and the related information, the marketing plan, rules, regulations, and policies to expedite decision-making for member inquiries.

Resolving Issues

Efficiently handle and resolve complaints and issues, striving for first-call resolution and conducting necessary follow-up with customers or agents (IBO) via calls and emails.

Handling Escalations

Identify and escalate complex issues or unresolved cases to relevant departments or management, while maintaining effective communication and case ownership throughout the process.

Ensuring Customer or agents (IBO) Satisfaction

Follow up with customers or agents (IBO) to ensure their issues are resolved and they are satisfied with the service provided.

Administrative Support & Events

Assist with ad-hoc tasks or projects assigned by the management team.

Provide support during company events, functions, or campaigns as needed.



To be successful in this role, we are expecting the below:

At least 1-2 years of customer service experience preferably in the MLM/Direct Selling.

Familiar with tools such as ticketing systems, CRM, Salesforce etc.

Proficient in MS Office application (Words, Excel, PPT)

Proficient in verbal & written English, Bahasa Malaysia & Mandarin or Cantonese are an added advantage.

Empathy, patience, effective problem-solving skills and negotiation skills.

Pleasant personality with excellent interpersonal skills.

Service-oriented with positive mindset.

Able to work independently with minimum supervision.

Work location: Bukit Jalil (nearby Pavilion Bukit Jalil)

Working days : Monday to Friday (9am - 6pm)