Customer Service Representative - Lahad Datu

March 6, 2026

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Purpose of Role

To provide high-quality customer service to walk-in and online customers by assisting with product inquiries, processing sales orders accurately, and ensuring a positive shopping experience in the store.

1. Customer Service & Enquiries

Handle walk-in, phone, WhatsApp, and online customer enquiries professionally.
Provide accurate product information (ingredients, usage, packaging sizes, storage).
Advise customers on suitable baking ingredients based on their needs.
Handle customer complaints, feedback, and returns according to company SOP.

2. Order Processing & Follow-Up

Assist customers with order placement (retail, bulk, or special orders).
Coordinate order fulfilment with Store Manager.
Follow up on pending orders, backorders, and delivery status.
Online Customer Support
Respond to customer inquiries via WhatsApp, email, website, or social media
Share product details, pricing, availability, and delivery options
Confirm online orders, payment status, and delivery details
Update customers on order status or service issues

4. After-Sales Support

Ensure customers receive correct items in good condition.
Handle issues related to incorrect orders, damaged goods, or missing items.
Process exchanges, refunds, or credit notes as per company policy.
Maintain good relationships with regular and wholesale customers.

5. Product Knowledge & Promotion

Maintain strong knowledge of baking ingredients, brands, and applications.
Inform customers about new products, promotions, and bundle deals.
Support upselling and cross-selling (e.g. complementary baking items).
Assist in educating customers on proper usage and storage.

6. System & Record Management

Update customer details, orders, and communication records accurately.
Record customer complaints, feedback, and resolutions.
Assist in maintaining order history and customer database.

Job Type: Full-time

Pay: RM1,750.00 - RM1,800.00 per month

Work Location: In person

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