Job Description

About the Role

Manage end-to-end customer operations, network compliance, bonus/financial reconciliation, and distributor network support within a direct-selling framework.

Key Responsibilities

1. Customer Service & Distributor Administration

• Handle omnichannel inquiries (walk-in, phone, WhatsApp) regarding campaigns, marketing plans, portal systems, and e-commerce requests.
• Maintain, verify, and update distributor records, banking details, member transfers, terminations, and rejoining applications.
• Dispatch member notifications (SMS, email, system alerts) regarding renewals, ECP rejections, and membership statuses.
• Manage online system access (e-statements, distributor portals) and physically organize sales documentation (tax invoices, contracts).

1. Bonus, Compliance & Operational Support

• Execute operational tasks on top-up days, including invoice verification, payment collection, and stock distribution administration.
• Process Electronic Credit Payment (ECP) bonus payouts (Local & International) and track rejected payments with Accounts/Bonus teams.
• Handle product buy-back requests, complaints, and relevant documentation.
• Monitor and enforce compliance regarding unauthorized online sales, price-cutting, and unauthorized third-party platform listings.

1. Network Sales, Events & CRM

• Track incentive campaign achievements, qualification statuses, and fulfilment.
• Compile sales analysis and business performance reports for management and field leaders.
• Assist in organizing recognition programs, incentive trips, and distributor engagement events.
• Manage consumer databases and lead the execution and analysis of the Annual Customer Satisfaction Survey.

1. Cross-Functional Operations

• Coordinate workflow between Customer Service and all relevant departments
• Perform ad-hoc duties and special projects assigned by Management from time to time.

Job Requirements

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Communication, or a related field.
• Minimum 1–3 years of experience in Customer Care, Operations, or Distributor Support (experience in Direct Selling / MLM / Network Marketing is an added advantage).
• Proficiency in Microsoft Office (Excel, Word).
• Basic analytical skills to read and prepare performance reports.
• Excellent interpersonal, problem-solving, and conflict-resolution skills.
• High attention to detail with strong organizational ability.
• Strong compliance awareness and ethical standards.
• Languages: Fluency in Bahasa Malaysia and English (proficiency in Mandarin is a plus to support various distributor groups).

Skills