Customer Service Representative

About Valiram

Valiram was established in 1935 in Kuala Lumpur, Malaysia, originally specializing in the textile trade. Today, Valiram is Southeast Asia’s leading luxury goods and 360° retail specialist with presence in Malaysia, Singapore, Indonesia, Australia, New Zealand, Thailand, Hong Kong, Macau, Vietnam and the Philippines.

Operating more than 500 stores, a number which continues to grow, the group represents in excess of 200 brands across various categories, from fashion and accessories, timepieces and jewelry, perfume and cosmetics to confectionery and dining concepts.

Learn more about us at www.valiram.com

Valiram Brands:

• Beauty (Victoria’s 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)

Valiram HQ is located 10 minutes to Pavilion and 5 minutes to KLCC. We offer flexibility in working schedules depending on our employee’s 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!

POSITION SUMMARY

• Deliver excellent experiences to our customers via all relevant communication channels
• Address customers’ issues swiftly and provide effective solutions towards resolutions
• Drive high self-performance in all measured metrics alongside efficient proactive follow-up internal stakeholders and customers towards case closure within given timelines and standards.
• Share feedback and ideas on tools, resources, procedures, and guidelines to improve daily working capabilities.
• Deliver “Best-In-Class” support services to all our customers via extra mile efforts in day-to-day operations to ensure the unmatched retail brand satisfaction.

KEY AREAS OF RESPONSIBILITIES:

• Respond to customer queries:
• Provide great customer experience via an engaged, personal, courteous, welcoming, caring, professional, and enthusiastic fashion to all customers.
• Support customer enquiries via email, phone or chat in a non-scripted environment by providing the right solution in the best way.
• Be a true brand ambassador by living the brand values in each customer interaction.
• Demonstrate cultural awareness and sensitivity when interacting with customers and colleagues from all over the world.
• 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.

POSITION SPECIFICATION:

• Work location : Subang
• Candidate must possess at least a STPM, Diploma in any field alongside relevant working experiences as an added advantage.
• Minimum 1 year of related experience in Customer Services.
• You have great communication skills, among which the ability to convey information concisely and 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 customer’s 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.