Associate - Customer Experience

Main Duties and Responsibilities

• Respond to customer inquiries across multiple platforms including telephone, live chat, WhatsApp, social media (Instagram, Facebook etc.), and email, ensuring prompt and professional communication;
• Provide accurate information regarding product availability, order status, delivery timelines, return policies, and aftersales support;
• Coordinate internally with warehouse and retail teams to ensure timely processing and dispatch of Home Delivery and Click & Collect orders;
• Liaise with third-party logistics providers to monitor deliveries, resolve service disruptions, and facilitate customer-requested changes to contact details or delivery addresses;
• Support sales growth by actively converting inbound inquiries into transactions, contributing toward defined monthly sales targets;
• Manage the vendor claims and escalation process, ensuring timely resolution of product-related issues, warranty claims, and service exceptions;
• Provide feedback and insights to management regarding customer pain points, process improvements, and service quality enhancements.

Position Requirements

Education

Technical Diploma

Experience

At least 2 years of relevant experience