Job Description

Company: Mobile Phone Repair Industry (Training Provided)

Age Requirement: 25 to 35 years old

Job Description :

• Working Location in kepong 
• Working hours : 10am - 7pm   

Tasks & Responsibilities: Sales & Performance Management:

• Own and exceed monthly sales KPIs generated through online platforms.
• Track and optimize online sales conversion rates, from inquiry to close.
• Analyze daily interaction and order data to identify sales funnel drop-offs and implement process improvements.
• Design sales workflows, response scripts, and auto-reply frameworks to maximize lead conversion.
• Collaborate with Marketing to align on sales campaigns, upselling strategies, and real-time promotion execution.
• Conduct regular sales coaching and conversion performance reviews with the CS team.

Customer Experience Leadership:

• Oversee the daily operations of the online customer service team, ensuring high response speed (≥90% daily reply rate, <30-min response time).
• Handle escalated customer complaints and turn recovery moments into retention and upsell opportunities.
• Set and manage CSAT/NPS targets, ensuring customer feedback translates into actionable product/service improvements.
• Drive loyalty and repeat purchase through engagement strategies (e.g., wellness programs, retention campaigns).

Team Development & Process Optimization:

• Recruit, onboard, and mentor a high-performing CS team with sales acumen.
• Develop internal SOPs for chat handling, order tracking, and CRM updates.
• Lead weekly stand-ups and monthly reporting on sales, service quality, and improvement initiatives.
• Continuously improve response templates, escalation flows, and knowledge base resources to support faster sales enablement.

Job Requirements

Requirements:

• Minimum Diploma/Degree in Business Administration, Customer Service, Communications, or related field.
• At least 2–3 years of working experience in customer service, with at least 1 year in a supervisory or team lead role.
• Experience in e-commerce, retail, or online service industry is an added advantage.
• Strong leadership and team management skills with ability to motivate and guide team members.
• Excellent communication skills (verbal & written) in English, Malay; Mandarin is a plus.
• Problem-solving and conflict resolution skills to handle escalated customer issues.
• Strong analytical skills to track team performance and prepare reports.
• Patient, empathetic, and able to handle difficult customers calmly.

Skills