Retail Customer Support Executive

Job Responsibilities:

• Respond to customer enquiries promptly via phone, WhatsApp, and email.

• Handle enquiries received through Respond.io and ensure timely follow-up.

• Assist customers with product, delivery, and service-related questions.

• Prepare Delivery Orders, Invoices, Return note and Credit Note accurately.

• Arrange product deliveries, exchanges, or returns in coordination with the warehouse and delivery teams.

• Manage one-to-one product exchanges for any reported quality issues.

• Assist E-commerce/Showroom/ID Team with self-collection arrangements, ensuring smooth handover and proper documentation.

• Maintain proper filing and documentation for all transactions, deliveries, and customer communications.

• Track and report on daily customer transactions and walk-in data.

• Prepare daily chat analysis and transaction reports.

• Support retail team operations during events or sales campaigns.

• Be willing to work on weekends.

• Assist in serving walk-in customers during peak periods or when the showroom is busy to ensure a smooth customer experience.

Job Requirements:

• Minimum O Level / Diploma qualification.

• Good communication skills (spoken and written).

• Organized, detail-oriented, and customer-focused with good communication and interpersonal skills to handle both end-consumers and inter-departments.

• Proficient in Microsoft Office (Excel, Word) and familiar with WhatsApp Business / chat management tools (e.g. Respond.io).

• Team player with a positive attitude and willingness to learn.

• Able to work independently and handle multiple tasks efficiently.

• Those with working experience with SAP (B1) will be an advantage.