Customer Service Executive (Gold & Jewellery Shop)

Key Responsibilities

• Handle customer enquiries through WhatsApp, Facebook, Instagram, TikTok and other online platforms.
• Respond to customer enquiries promptly and professionally.
• Provide customers with information on gold prices, jewellery designs, product availability, promotions and services.
• Follow up with online enquiries and convert enquiries into sales.
• Assist customers with product selection and provide recommendations based on their needs and budget.
• Prepare quotations, order details and payment information where required.
• Follow up on pending orders, payments and customer requests.
• Coordinate with the goldsmith and internal team on jewellery repairs, custom orders and product availability.
• Maintain accurate records of customer enquiries, orders and sales.
• Handle customer complaints and resolve issues professionally.
• Support TikTok Live and other online sales activities when required.
• Achieve assigned sales and customer service targets.

Requirements

• Good communication skills in English and Bahasa Malaysia; Mandarin is an added advantage.
• Friendly, patient and customer-focused.
• Comfortable communicating with customers through WhatsApp and social media.
• Sales-oriented and confident in following up with customers.
• Basic knowledge of gold and jewellery is an advantage; training will be provided.
• Able to work independently and meet sales targets.
• Responsible, honest and attentive when handling customer orders and information.

Benefits & Perks

• Attractive basic salary with performance incentives and uncapped sales commissions
• Annual performance bonus / achievement rewards
• Allowances (travel, attendance, or other applicable allowances)
• Staff purchase privileges on gold and jewellery products
• EPF, SOCSO and statutory benefits provided
• Medical benefits
• Career growth and advancement opportunities
• Training and development in product knowledge, and leadership
• Supportive and professional working environment