JIBRIL CAFE Hiring! Full Time Customer Service Executive in Selangor, Earn up to MYR 2,500 - Ricebowl

Role Overview:
Responsible for managing daily customer enquiries, reservations, feedback and complaints across JIBRIL’s communication channels. The role serves as the main point of contact between customers and the respective outlets, ensuring all matters are properly recorded, followed up and resolved in a timely and professional manner.

Key Responsibilities:

• Customer Enquiries & Communication: Manage and respond to customer enquiries through WhatsApp, social media, email, phone calls and other assigned channels. Provide accurate information regarding menus, promotions, outlet information and general enquiries.
• Reservations & Guest Requests: Handle reservation enquiries, confirmations, amendments and cancellations. Coordinate special requests, large group bookings and other arrangements with the respective outlets when required.
• Complaints & Feedback: Receive and document customer complaints and feedback, obtain the necessary information and coordinate with Outlet Managers or the Operations Team for investigation and resolution.
• Customer Follow-Up & Service Recovery: Follow up on pending customer cases until resolution. Coordinate approved refunds, replacements, vouchers or other service recovery and escalate serious or unresolved matters to the relevant PIC.
• Reviews & Online Feedback: Monitor and respond to customer reviews and feedback across Google Business Profiles, Grab and other assigned platforms according to company guidelines. Highlight issues requiring operational attention to the relevant team.
• Customer Records & Reporting: Maintain proper records of complaints, feedback, resolutions and service recovery. Track pending cases and provide basic customer service updates or reports when required.

Requirements:

• Minimum Diploma in any field.
• Fresh graduates are encouraged to apply.
• Previous experience in customer service, F&B is an advantage.
• Good written and verbal communication skills in Bahasa Malaysia and English.
• Comfortable communicating with customers through digital channels and phone calls.
• Able to handle customer enquiries and complaints professionally.
• Good follow-up, organisation and problem-solving skills.
• Responsible, attentive and able to coordinate effectively with different teams.

Job Type: Full-time

Pay: RM2,000.00 - RM2,500.00 per month

Work Location: In person