Customer Service Executive

About the Role
Manage end-to-end customer operations, network compliance, bonus/financial reconciliation, and distributor network support within a direct-selling framework.
Key Responsibilities
Customer Service & Distributor Administration
Handle omnichannel inquiries (walk-in, phone, WhatsApp) regarding campaigns, marketing plans, portal systems, and e-commerce requests.
Maintain, verify, and update distributor records, banking details, member transfers, terminations, and rejoining applications.
Dispatch member notifications (SMS, email, system alerts) regarding renewals, ECP rejections, and membership statuses.
Manage online system access (e-statements, distributor portals) and physically organize sales documentation (tax invoices, contracts).
Bonus, Compliance & Operational Support
Execute operational tasks on top-up days, including invoice verification, payment collection, and stock distribution administration.
Process Electronic Credit Payment (ECP) bonus payouts (Local & International) and track rejected payments with Accounts/Bonus teams.
Handle product buy-back requests, complaints, and relevant documentation.
Monitor and enforce compliance regarding unauthorized online sales, price-cutting, and unauthorized third-party platform listings.
Network Sales, Events & CRM
Track incentive campaign achievements, qualification statuses, and fulfilment.
Compile sales analysis and business performance reports for management and field leaders.
Assist in organizing recognition programs, incentive trips, and distributor engagement events.
Manage consumer databases and lead the execution and analysis of the Annual Customer Satisfaction Survey.
Cross-Functional Operations
Coordinate workflow between Customer Service and all relevant departments
Perform ad-hoc duties and special projects assigned by Management from time to time.

Diploma or Bachelor’s Degree in Business Administration, Marketing, Communication, or a related field.
Minimum 1–3 years of experience in Customer Care, Operations, or Distributor Support (experience in Direct Selling / MLM / Network Marketing is an added advantage).
Proficiency in Microsoft Office (Excel, Word).
Basic analytical skills to read and prepare performance reports.
Excellent interpersonal, problem-solving, and conflict-resolution skills.
High attention to detail with strong organizational ability.
Strong compliance awareness and ethical standards.
Languages: Fluency in Bahasa Malaysia and English (proficiency in Mandarin is a plus to support various distributor groups).

Skills: Customer Relationship Management, Customer Service, Customer Service Management, Problem Solving, Customer Support, Teamwork, Computer Literacy