Job Description

 Overview of the Position:

This position plays a critical role in supporting the operations by delivering accurate, timely, and professional assistance to members and customers. This role requires a strong understanding of the Company’s marketing plan, policies, and procedures to effectively address inquiries, ensure compliance, and enhance member satisfaction and retention. The position also supports departmental efficiency and contributes to the overall growth and stability of the network.

The role required to execute the below tasks and initiative:

• Manage end-to-end handling of customer and member inquiries across multiple channels (inbound calls, outbound calls, emails, and CSS tickets), ensuring complete resolution from first contact through to closure.
• Handle inbound calls professionally and efficiently, meeting defined service level targets.
• Conduct outbound calls for follow-ups, issue resolution, and member engagement.
• Respond to customer and member emails in a timely, accurate, and professional manner.
• Manage and resolve Customer Support System (CSS) tickets within established service level agreements (SLAs).
• Provide accurate information on the Company’s marketing plan, compensation structure, policies, and procedures.
• Collaborate with internal departments to ensure efficient issue resolution.
• Support company events, trainings, and member engagement activities when required.
• Undertake ad hoc assignments as directed by management.

Job Requirements

To be successful in this role, we are expecting the below:

• At least 1-2 years of customer service experience preferably in the MLM/Direct Selling.
• Familiar with tools such as ticketing systems, CRM, Salesforce etc.
• Proficient in MS Office application (Words, Excel, PPT)
• Proficient in verbal & written English, Bahasa Malaysia & Mandarin or Cantonese are an added advantage as this role is required to deal with Mandarin-speaking stakeholders.
• Empathy, patience, effective problem-solving skills and negotiation skills.
• Service-oriented with positive mindset.
• Able to work independently with minimum supervision.
• Work location: Bukit Jalil (nearby Pavilion Bukit Jalil)
• Working days : Monday to Friday (9am - 6pm)

Skills