Infinity Cosmic Hiring! Full Time Customer Service Executive in Selangor, Earn up to MYR 3,500 - Ricebowl

• 2–4+ years of relevant customer service experience, preferably in e-commerce, retail, FMCG or the pet industry.

• Strong communication and interpersonal skills.

• Fluent in English, Bahasa Malaysia.

• Strong problem-solving and complaint-handling skills.

• Able to handle difficult customers professionally without becoming defensive or emotional.

• Good product learning ability and willingness to understand pet products and customer needs.

• Strong attention to detail, especially when handling orders, product information, refunds and complaints.

• Able to multitask and prioritise enquiries in a fast-paced environment.

• Proactive and able to work independently with minimal supervision.

• Commercially aware and confident in converting customer enquiries into sales.

• Good computer literacy and comfortable working with e-commerce systems

We are looking for an experienced and proactive Customer Service Executive to join the ************* team.

This is not a simple “reply messages” role. You will be responsible for managing our customers across multiple channels, handling enquiries and complaints, converting enquiries into sales, resolving after-sales issues, and continuously improving our customer service process.

The ideal candidate is customer-focused, commercially minded, detail-oriented, and able to work independently in a fast-paced e-commerce environment.

Key Responsibilities

1. Customer Enquiries & Sales Conversion

• Pick up and handle incoming customer calls professionally and promptly.

• Respond to all types of customer enquiries, including:

  • Product information and recommendations

  • Product availability

  • Product expiry dates / shelf life

  • Order and delivery status

  • Promotions and pricing

  • Product usage and general enquiries

  • Other pre-sales and post-sales enquiries

• Understand customer needs and actively convert enquiries into sales where appropriate.

• Recommend suitable products based on the customer's pet, requirements and budget.

• Follow up with customers when necessary to improve conversion and customer satisfaction.

2. Omnichannel Customer Service

• Promptly respond to customer messages across all ************* channels, including:

  • WhatsApp

  • Website live chat

  • Shopee / Lazada and other marketplaces

  • Other customer communication channels

• Maintain a high response rate and timely response time.

• Ensure every customer receives a professional, accurate and helpful response.

• Manage multiple conversations efficiently without compromising service quality.

3. Returns, Refunds & After-Sales

• Handle customer requests relating to returns, refunds, exchanges and order issues.

• Investigate cases and coordinate with relevant internal teams where required.

• Follow company policies while finding practical solutions for customers.

• Ensure cases are properly documented and followed through until resolution.

4. Complaint Handling

• Handle customer complaints calmly, professionally and empathetically.

• Investigate the root cause of complaints and provide appropriate solutions.

• Escalate complicated or sensitive cases to the relevant person when necessary.

• Turn negative customer experiences into opportunities to retain customers and improve our service.

• Identify recurring complaints and recommend improvements to prevent repeated issues.

5. Customer Service SOP & FAQ Ownership

• Own, maintain and continuously improve the Customer Service SOP and FAQ.

• Build clear response guidelines for common customer enquiries and scenarios.

• Keep product information, policies and customer service guidelines updated.

• Identify frequently asked questions and develop standardised responses.

• Work with relevant departments to improve processes that affect customer experience.

• Ensure the CS team follows consistent service standards.

6. Customer Experience & Performance

• Monitor customer service performance, including response rate, response time and customer satisfaction.

• Maintain accurate records of customer cases and follow-ups.

• Identify gaps in the customer journey and suggest practical improvements.

• Support the team in achieving both customer satisfaction and sales objectives

• Perks:
• Chill team vibes
• Learn as you go – we train!
• Annual Leave
• Medical and Hospitalisation Leave
• Flexible Working Hours
• EPF
• SOCSO
• EIS
• Overtime Pay