Policy Implementation: Execute and maintain standard operational policies, workplace procedures, and inventory control measures.
Safety & Maintenance: Ensure the safe, effective utilization of warehouse equipment while maintaining a secure, hazard-free working environment for all staff.
Data & Documentation: Maintain meticulous documentation, ensuring highly accurate, up-to-date records of all warehouse transactions, stock movements, and activities.
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Define and implement customer segmentation strategies that operate seamlessly across all channels.
Manage campaigns that leverage both traditional and digital engagement methods for maximum reach
Collaborate with PPOCs (eg. PJPs) and relevant stakeholders to identify and analyze insights aligned to outcome defined by the Disease Area team, owning the space relating to EpicX and relevant qualitative & quantitative insights to optimize the overall customer experience
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To promply and accurately log queries in ERP system
To monitor and handle customer emails falling out from GenAI‑driven automation processes, ensuring timely manual intervention and adherence to DHL service standards.
To identify, analyze and resolve failures in GenAI‑processed email workflows, including misclassification, incomplete data extraction, language interpretation issues, or integration errors across systems.
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Eco-Shop Marketing Berhad is one of Malaysia’s fastest-growing retail chains for household and essential goods, proudly serving communities nationwide. With over8,900 dedicated employees, we are committed to delivering quality products at affordable prices while creating memorable shopping experiences for our customers. We believe in building a team that is as committed to our mission as we are and we invite you to be part of our journey.
Support business performance by contributing to continuous improvement and Kaizen initiatives.
To have strong order management or supply chain knowledge in SAP dealing with project order / milestone processing, customer complaints, and returns with experience of 4-5 years.
Extensive computer literacy with foundational Microsoft Office skills, particularly intermediate-level Excel proficiency, along with strong English proficiency.
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Support business performance by contributing to continuous improvement and Kaizen initiatives.
To have strong order management or supply chain knowledge in SAP dealing with project order / milestone processing, customer complaints, and returns with experience of 4-5 years.
Extensive computer literacy with foundational Microsoft Office skills, particularly intermediate-level Excel proficiency, along with strong English proficiency.
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Develop a Skilled & Future ready service team capable of delivering best-in-class, integrated services leveraging digital capabilities. This involves collaborating with SEA Service Excellence, in setting clear objectives for both front-line and back-office service staff and ensuring appropriate training and competency development opportunities are available to support the growth and advancement of team members as well as driving effective performance reviews, to render timely coaching and guidance when needed.
Inspire the HVAC team to strive for Operational Excellence, by fostering a culture of continuous improvement, providing clear direction and strong leadership to drive impactful initiatives and manage change, including efforts to advance digital service transformation. Incorporate best practices into established service operations standards, processes, and policies and drive compliance to ensure efficient operations that delight customers.
Cultivate a culture that promotes good employee Safety practices and putting Integrity first. This involves placing high emphasis on workplace safety and ensuring strict adherence to ethical guidelines and policies.
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Assist CRMs to review customer accounts and perform service call if needed
Assist on the change of CRM’s customer portfolio upon any resignation by reaching out to customers and reemphasize on back up CRM and team concept to minimise the impact of changes.
Assist to handles customer’s complaint referred by CRM, conduct investigation and provide complete and timely problem resolution.
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Provide accurate effort estimation for each fix or change request, and flag early, with clear, valid justification to the client, whenever additional budget is required before proceeding with further work.
Track budget consumption against each client's approved support budget and manage the client approval process for any additional budget needed.
Ensure tickets are investigated, estimated, and always completed within the agreed SLA and within approved budget.
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