Customer Service Specialist

Job Responsibility Retail Store Management

• Oversee the day-to-day operations of the physical store, including opening and closing procedures, store cleanliness, staffing, and scheduling.
• Monitor and manage store inventory levels, conducting regular stock checks, and coordinating with the operations team to replenish inventory as needed.
• Implement sales strategies and promotional activities to drive foot traffic, increase sales, and meet revenue targets.
• Ensure the visual presentation of the store meets brand standards, including merchandise displays, cleanliness, and signage.
• Provide leadership and direction to part-time retail staff, including hiring, training, and performance management.

Customer Service & Communication Management

• Take ownership of Handmade Heroes Whatsapp platform, Facebook, Shopee and Lazadaâs direct message inbox.
• Monitor and manage Handmade Heroes Whatsapp platform, Facebook, Shopee and Lazada regularly to address customer inquiries, product enquiries, order status updates and other related concerns.
• Respond and manage incoming messages promptly, providing accurate information, troubleshooting assistance, personalised support to meet customer needs and exceed expectations.
• Develop and implement customer service policies and procedures to ensure consistency and excellence in customer interactions across all channels.
• Monitor customer service metrics and KPIs, analyzing data to identify trends, areas for improvement, and opportunities to enhance the customer experience.
• Collaborate with cross-functional teams, including marketing, sales, and product development, to address customer feedback and implement solutions to improve products and services.

Job Requirements

• Minimum 1-2 years of retail work experience is preferred.
• Diploma or Bachelors Degree is preferred.
• Excellent verbal and written communication skills (English and Bahasa Malaysia).
• Strong interpersonal skills and the ability to effectively communicate with customers, team members, and upper management.
• Ability to effectively delegate tasks and responsibilities while maintaining accountability.
• Excellent decision-making skills with the capacity to resolve conflicts and customer enquiries.
• Dedication to providing outstanding customer service and ensuring a positive shopping experience for every customer.
• Ability to understand and anticipate customer needs and preferences.
• Experience implementing strategies to enhance customer satisfaction and loyalty.
• Proficiency in overseeing all aspects of retail operations, including inventory management, merchandising, and sales.

Position Overview As the Customer Service and Retail Manager, you will play a pivotal role in ensuring the seamless operation of our physical store while delivering exceptional service and support to our customers. You will be responsible for managing all aspects of store operations, including inventory management, sales performance, and part-time staff supervision, while also overseeing the brand's customer service operations to ensure customer satisfaction and loyalty. The ideal candidate is a strategic thinker with strong leadership skills, a passion for retail, and a commitment to delivering exceptional customer experiences. Job Benifits

• Subsidised Parking
• Medical Claim

sales performance , Inventory Management, Leadership Skills, customer feedback, Retail Store Management, Promotional Activities