Job Description

Overview

We’re looking for a passionate, people-first individual who genuinely cares about customers, community, and wellness. This role blends customer service excellence with community engagement, both online and offline to strengthen PurelyB’s mission of transforming lives with ancient Malaysian remedies.

If you’re someone who lights up when helping others, loves nurturing communities, enjoys being active on social media, and is excited by the fast-paced world of e-commerce and FMCG, we’d love to hear from you.

Key Responsibilities

1. Customer Service & Support (Primary)

• Handle customer inquiries across email, live chat, WhatsApp, and social and marketplace platforms with empathy, speed, and brand voice-aligned communication.
• Provide accurate product information, support on orders, refunds, replacements, and general troubleshooting.
• Track common customer issues and propose improvements to internal teams (e-commerce, marketing, product, operations).
• Manage review collection, post-purchase follow-ups, and customer satisfaction initiatives.
• Collaborate with Ops on smooth order fulfilment, escalations, and logistics.

2. Community Growth & Engagement

• Build, engage, and nurture the PurelyB community from customers to wellness enthusiasts.
• Support community outreach efforts: reach out for feedback, testimonials, brand advocacy, UGC sourcing, and VIP customer touchpoints.
• Help develop and manage community groups (e.g., FB Groups, WhatsApp communities, membership circles).
• Run small engagement initiatives such as polls, Q&A sessions, tips, prompts, and community challenges.

3. Social Media Support

• Jump onto PurelyB’s social platforms when needed to reply to comments, DMs, and engage with the community.
• Assist the marketing team in identifying community-led content and trends worth highlighting.
• Help track sentiment, FAQs, and insights from social interactions to improve content strategy and customer experience.

4. Events & On-Ground Support

• Assist in planning and executing brand events, pop-ups, workshops, and community wellness activities.
• Act as an on-ground representative: engaging with customers, sampling products, answering questions, and supporting logistics.
• Coordinate with vendors, partners, and internal teams for smooth execution.
• Help capture event feedback and community sentiment post-event.

5. Cross-Functional Collaboration

• Work closely with Marketing, Creative, E-commerce, and Operations to improve customer journeys and community experience.
• Share weekly insights from customer interactions to help shape campaigns, content, and product improvements.
• Support launch campaigns, VIP programs, seasonal promotions, and brand activations.

Job Requirements

Requirements

• Prior experience in customer service, community management, e-commerce, or FMCG is a strong advantage.
• Passion for wellness, natural health, and community-driven brands.
• Warm, empathetic communication skills - written and spoken.
• Comfortable interacting with customers both online and in person.
• Organised, detail-oriented, proactive, and able to thrive in a fast-paced environment.
• Able to work during campaign periods or events (occasionally weekends).
• Familiarity with Shopify, social media tools, CRM systems, or helpdesk tools is a plus.

Why Join Us?

• Be part of a purpose-driven Malaysian wellness brand with a growing global footprint.
• Work closely with a small, passionate team where your ideas matter.
• Opportunity to grow into community leadership, marketing, or customer experience strategy roles.
• Make meaningful impact by helping people feel healthier and more connected through ancient Malaysian remedies.

Skills