E-Commerce Data Analyst

Efficiently handle a high volume of customer inquiries and complaints (approximately 70 per day or more, depending on promotion period) via email and ticketing systems from international customers. Deliver timely, empathetic, and solution-oriented responses that exceed customer expectations. Coordinate part replacements as requested, ensuring seamless and efficient processing within agreed Service Level Agreements (SLAs).

• Customer Feedback Collection and Analysis :

Systematically gather and analyze customer feedback related to product quality and service issues. Identify trends and recurring problems to provide actionable insights that drive improvements in products and customer experience.

• Accurate Record Keeping and Documentation :

Maintain detailed and accurate records of all customer interactions, transactions, part replacement requests, and feedback within the customer service database to ensure traceability and data integrity.

• Product Expertise :

Develop and sustain deep knowledge of the company's furniture products and spare parts to provide accurate, reliable, and timely support and recommendations to customers.

• Cross-Functional Collaboration :

Collaborate proactively with internal teams such as Logistics, Supply Chain, Marketing, Finance, and Product Development to guarantee timely delivery of replacement parts, maintain optimal inventory levels, and contribute to monthly performance and operational reporting.

• Process Optimization and Continuous Improvement :

Actively contribute to refining customer service workflows, especially in part replacement handling and inventory management, aiming to enhance efficiency, customer satisfaction, and service quality.

• Order and Returns Management :

Assist customers with order tracking, processing returns and exchanges, and resolving shipping issues by liaising with logistics partners and warehouses to ensure a smooth post-sale experience.

• Customer Retention and Relationship Building :

Implement strategies to foster long-term customer loyalty through proactive communication, personalized support, and follow-ups that reinforce positive brand perception.

• Compliance and Quality Assurance :

Ensure all customer service activities adhere to company policies and relevant regulatory standards, maintaining the highest levels of professionalism and service quality.

• Technology Utilization :

Utilize CRM and ticketing systems effectively to manage workflows, monitor customer service metrics, and support data-driven decision-making.

• Training and Development :

Engage in ongoing training to stay updated on new products, customer service best practices, and emerging e-commerce trends to continually enhance service delivery.

Job Type : Full-time

Pay : RM2, RM3,500.00 per month

Benefits :

• Flexible schedule
• Free parking
• Gym membership
• Health insurance
• Maternity leave
• Opportunities for promotion

Work Location : In person