Customer Service Agent - Thai Speaker

About Valiram

Valiram is a retail company founded in

• The company has expanded to become a global retail industry with 520+ locations in 10 different countries. By 2027, we will be more than doubling our size to 1200, with an expected 5,500+ employees under Valiram Group. Learn more about us at www.valiram.com
  
• Valiram Brands:

Beauty (Victorias Secret, Bath & Body Works, Rituals, Molton Brown).

• Fashion (Michael Kors, Steve Madden, Tory Burch, Chloe, MLB Korea, Giuseppe Zanotti, Charles & Keith, Pedro etc) .

Accessories (Swarovski, Mont Blanc) Travel Retail (Hermes, Bvlgari, The Flying Emporium, Coach, Polo Ralph Lauren, Lacoste, Beaute Love, Ion Gizmos, Candy Party, Wear + When, Tumi).

• F&B (Bacha Coffee, Quivo, Godiva, TWG Tea, Laderach, Candy Party).

Watches (Swiss Watch Gallery, Tudor, Rolex, Cartier, Tissot, Zenith, Bell & Ross, Breitling, Blancpain, Omega).

At the office: Valiram HQ is located 10 minutes to Pavilion and 5 minutes to KLCC. We offer flexibility in working schedules depending on our employees lifestyle preferences. Access to our staff only cafe with a view of the city to price friendly food options.

We celebrate diversity with 32 nationalities spread across our team. To embrace this diversity, we celebrate the various festivities all year round such as Hari Raya, Malaysia Day, Chinese New Year, Deepavali and Christmas.

You can engage in various activities monthly including badminton, hiking, running and language class and meet other employees from across our brands and head office. All activities are free of charge!

• About the Role

Will be accountable and responsible for the monitoring of daily confirmed orders and the end-to-end delivery coordination of all confirmed Orders across the various brands of products offered via Online Business/eCommerce.

• To be the dedicated Point of Contact for all coordination milestones and order progress as well as the timely communication of updates with all stakeholders both internal and externally with our customers.

Accountable for own tracking of each Confirmed Order that is assigned to him/her throughout the Order Lifecycle till successful fulfilment and closure of Order and/or Ticket within given SLAs/Turn-Around-Time.

• To arrange discussions with Brand/Product stakeholders accordingly where the need arises when there are escalations, critical updates, conflict handling and any exceptions (if any).

Maintaining of all Order Related info and updates via Business Support System, Working Sheets, produce own summaries and reports to stakeholders of the Service Order followed and also responsible for sharing of data/reports to reporting Team Lead and Operations Manager.

• Key Responsibility Areas:

• Responsibilities

• Respond to customer queries:

Customer Experience and Support as well as Relationship Management.

• Good understanding of Business Processes, Retail and Online Business/eCommerce background is an added advantage.

Communication Skills - Written and Spoken (English) with internal and external stakeholders.

• Reporting and Data Analysis

Proactive Management of Deadlines/Timelines

• Familiar in Working in Face Paced Environment

Analytical and Critical Thinking

• Positive Attitude above else in facing roadblocks/issues arising Resolve issues:

Identify, diagnose, and troubleshoot customer issues (e.g., issues around order fulfilment, payments/billing, account information, etc.) in a careful and vigilant manner and provide general enquiry assistance.

• Escalate any issues that require supervisor, tier 2 assistance correctly and appropriately providing the right level of context and detail.

• Be a great team member:

Demonstrate consistent, reliable attendance and schedule adherence with a positive, constructive, and enthusiastic attitude.

• Give and receive performance feedback with teammates, supervisors, and colleagues regularly to continue to improve your skills and knowledge.

Stay up to date on official information related to the brand, promotions, and the various support systems in use.

• Attend to any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, execution and continual improvement of the daily operations.

• Key Requirements:

• Education :

Candidate must possess at least a STPM, Diploma in any field alongside relevant working experiences as an added advantage.

• Professional Experience:

Candidate must be local/spouse visa holder.

• Minimum 1-3 years of related experience in in working on Projects and understanding of Milestone Coordination and Management, Stakeholder Management, and Comfortable in Communicating with various levels of target audiences and by using different channels.

Microsoft Excel, PowerPoint and Word knowledge is a must (Basic to Intermediate). Business Support Systems such as Capillary CRM system Salesforce.com etc etc are strongly advantageous.

Personal Attributes

• You have great communication skills, among which the ability to convey information concisely.

Clearly in a friendly and professional manner.

• You have great problem-solving skills and the ability to search for and quickly take in all.

Necessary information to help you solve the customers issue

• You love communicating via chat/DM and are as natural in that as in a regular conversation.

You have great typing skills (ideally scores at or above 36WPM) and excellent written communication skills good grammar and spelling, clear and concise writing that adds to an efficient resolution for the customer requests.

• You have experience within the premium retail industry (added advantage)

You have a basic understanding of computer, device, and e-commerce/online shopping brands in the market today.

• You have previous experience in the customer support area.

Possesses a customer support mindset with excellent communication etiquette while being attentive to detail

• Independent and self-motivated.

Language

• Communicate clearly and concisely in Malay & English, both orally and in writing.

Able to communicate in other languages is an added advantage.

• Why work for us

We're more than just a job; we're a place where you can develop your skills, collaborate with a fantastic team, and have fun along the way! Here's why you'll love working with us:

• Level Up Your Career: Upskill at Your Pace: Our comprehensive online training platform offers courses in communication, leadership, Excel, and more investing in your growth. Proven Development Track: Last year alone, we conducted 150 trainings and empowered 65% employees to develop their skills and competencies, paving the journey to career growth and advancement.

Fun & Vibrant Workplace: Engaged & Connected: We host numerous employee engagement activities like V-Club to build connections and a strong sense of community. Celebrate Together: We value cultural traditions and celebrate major national festivals with the whole team! Express Yourself: Enjoy the freedom of a fashionable dress code.

• At our HQ Office you can enjoy: Convenient & Delicious: Enjoy the perk of an in-house cafe serving delicious meals at subsidized prices, so you can fuel your day without breaking the bank. Effortless Travel: Our office is conveniently located within a 10-minute walk from public transportation, making your commute a breeze. Parking Made Easy: Need to drive No worries! We offer ample parking in nearby locations.

Rewarding Benefits: Shop Like an Insider: Employees can enjoy staff purchase discounts up to 30% for all the brands we cover, as well as friends & family sale annually. Life Balance & Support: We offer a comprehensive benefits package including Birthday Leave, Hospitalization Leave, Study Leave, Calamity Leave, Compassionate Leave, Maternity/Paternity Leave, and Marriage Leave, to support you throughout life's stages.

Job Type: Full-time

Pay: RM3,000.00 - RM3,500.00 per month

Application Question(s):
Do you have experience with Freight Management