Vinda SEA Hiring! Full Time Consumer Engagement Assistant in Selangor - Ricebowl

Position Summary

The Consumer Engagement Assistant is responsible for delivering a positive and seamless experience for Drypers Baby Club members by ensuring all consumer inquiries, requests, and feedback received through various channels are addressed accurately, professionally, and in a timely manner. This role serves as the voice of the consumer within the organization, fostering strong relationships with members, gathering valuable consumer insights, and supporting engagement initiatives that enhance brand loyalty and member satisfaction.

Working Location: Vinda SEA HQ (Bandar Bukit Raja, Klang, next to Setia Alam)

You will play an important role to:

a) Consumer Handling Management

• Handle all Drypers Baby Club enquiries via websites, toll-free, email, office line & social media for Baby Marketing.
• Recognize high risk consumer complaints and take swift action to resolve the case before it escalates by direct negotiation with the consumer.
• Process all the redemption complaints received and to be escalated to the fulfillment agency for further action.
• Arrange & coordinate items replacements for members & retrieval of defective products to be sent back to various plants for investigation.
• Follow up complaints until the issue is resolved.
• Compile and consolidate all complaints received for reporting updates.

b) PointShop Support

• Extract and send welcome gifts and sample list (including dedup to filter the list).
• Extract and send Point Shop orders list (including screen thru suspicious orders).
• Monitor gifts inventories at fulfillment agency.
• Update pointshop inventory at website

c) Others

• Generate Unique Code as and when required.
• Provide support and work with Marketing Team when required.
• New members recruitment - on-ground activations and online , arrangement and coordination with PIC.
• Data entry for campaign contest and recruitment forms.
• To support social media communication and Drypers Baby Club activations.

To be successful in this role, you will need to have:

• Diploma/Degree holder with management, Psychology, marketing, communication or business discipline.
• At least 1 year working experience in consumer care, customer service or call center environment.