Client Service Manager (Malaysia) – EGG Digital (Ascend Commerce)

E-COMMERCE & DIGITAL SOLUTIONS
location_on Malaysia

Job Description

Industry Expertise:

  • Dive deep into the General Trade Market, with a special focus on local supermarkets and distributors.
  • Showcase your understanding of Omni-channel strategies and the intricate world of Fast-Moving Consumer Goods (FMCG) processes.

Client-Centric Approach:

  • Ensure each client interaction leaves a positive and professional impression.
  • Manage client inquiries efficiently, whether via phone, email, online, or in person, and guide complex queries to the right departments promptly.
  • Offer technical assistance on our products and services, demonstrating your commitment to client satisfaction.
  • Escalate critical issues to management for swift resolution.

Documentation and Proactive Measures:

  • Maintain comprehensive client records and meticulously document processes.
  • Proactively identify potential client service concerns and take initiative to address them.

Market Insights:

  • Stay ahead of the curve by tracking new products and emerging trends in client services.
  • Contribute to our growth by recommending product improvements based on client feedback.

Cross-Divisional Coordination:

  • Be the linchpin that coordinates all facets of client servicing activities across divisions, ensuring seamless alignment with organizational goals.

Qualifications

  • Bachelor’s degree in a relevant field is required. Advanced degrees or certifications are considered a strong asset.
  • Professional Experience: Candidates should possess proven experience in the Fast-Moving Consumer Goods (FMCG) industry, with a solid track record of 2-3 years.
  • Additionally, preference will be given to individuals with 1-3 years of hands-on experience in sales roles, encompassing both distributor and local supermarket settings.
  • Industry Knowledge: Demonstrated expertise in the consumer goods industry is essential. This includes a deep understanding of market trends, competitive dynamics, and the ability to proficiently analyze General Trade channel data and trends.
  • Client-Centric Focus: Candidates should exhibit a strong commitment to delivering exceptional client service. Effective problem-solving skills, with the ability to efficiently manage client inquiries, resolve complaints, and address complex queries, are crucial.
  • Technical Proficiency: Proficiency in providing technical assistance on products and services is required. Additionally, candidates should have the capacity to expedite issue resolution and effectively escalate critical matters to management.
  • Organizational Skills: Attention to detail is vital in maintaining client records and documenting processes.
  • Proactive Mindset: A proactive approach to identifying potential client service concerns and taking the necessary steps to intervene and address them is highly valued.
  • Market Awareness: Stay updated on emerging products and client service trends to contribute valuable insights and recommendations for product improvements based on client feedback.
  • Coordination Abilities: Strong coordination and project management skills are needed to oversee client servicing activities across divisions.
  • Communication Skills: Excellent written and verbal communication skills are required for effective client and internal stakeholder interactions.

Location

EGG DIGITAL (MALAYSIA) SDN BHD

Unit 828 & 830, Level 8, Menara UAC, No. 12, Jalan PJU

7/5, Mutiara Damansara, 47800 Petaling Jaya , Selangor, Malaysia

BACK