Customer Success Specialist

Full time The Parentinc is the Number 1 Parenting Platform in Southeast Asia across Content, Community and Commerce helping parents have healthy pregnancies and raise healthy children and families.

• Through theAsianparent business unit we reach more than 30 million mothers monthly across Web & App in 11 languages, across 13 countries, and are the world’s highest rated App with over 150k ratings of 4.8* on iOS & Android.
• Under our renowned brand Mama’s Choice, one of the fastest scaling D2C brands in Southeast Asia, we also produce 50+ SKUs of Safe, Natural & Halal products for Mom & Baby.
• Last but not least, with Motherswork, we are a leading premium omni-channel business in Singapore, China and we have just expanded into Vietnam. We carry more than 300 brands and our products are available through Motherswork retail stores, e-stores, department stores, online platforms like Lazada, Shopee, Amazon, Redmart, etc.

Job Description The Customer Success Specialist will be based in Malaysia and serve as the primary point of contact for our Motherswork customers, providing assistance, resolving issues, and ensuring a smooth customer experience. This role is ideal for someone who is passionate about customer service, understands the needs of parents, and can work effectively within a cross-border context. You will be playing a key role in ensuring that our customers have a wonderful purchase and post-purchase experience. You’ll be responsible for:

• Customer Service Management:
• Respond to inquiries from Singaporean and Malaysian customers via phone, email, and live chat in a timely, friendly, and efficient manner.
• Provide accurate information about Motherswork products, promotions, and policies.
• Resolve customer complaints by identifying solutions, addressing product or service issues, and following up to ensure resolution.
• See to customer personalization service requests (i.e. gift wrapping, embroidery, gift cards and others).
• Order and Logistics Support:
• Assist customers with the order process, from initial inquiries to post-purchase support.
• Coordinate with logistics and warehouse teams to track orders, update customers, and manage returns or exchanges.
• Ensure all orders are accurately processed in the system and reach customers on time.
• Product Expertise:
• Maintain in-depth knowledge of Motherswork’s product range to advise and recommend suitable products to customers.
• Provide guidance on product features, benefits, and usage.
• Evaluate pre-sales and after-sales support services and suggest improvements internally based on the insights gathered.
• Feedback and Reporting:
• Collect and document customer feedback, escalating recurring issues to management for review.
• Track customer interactions and trends to help improve customer experience and satisfaction.
• Contribute insights to team meetings and customer service process improvements, identifying gaps and taking proactive steps to maintain a positive experience for customers.
• Cross-Border Coordination:
• Work closely with Singapore-based teams to ensure alignment on policies, promotions, and customer service protocols.
• Stay updated on any shipping, policy, or procedural changes that may impact Singapore customers.
• Collaborate with internal and external teams such as operations, marketing, commercial, and product development.

Required qualifications:

• Experience: 2-3 years in customer service, preferably in retail or ecommerce, with experience serving cross-border customers (Singapore specifically) is a plus.
• Skills: Excellent verbal and written communication skills, proficiency in CRM or customer service software (e.g., Zendesk, Freshdesk), and familiarity with ecommerce platforms.
• Languages: Proficient in English; fluency in Mandarin is advantageous.
• Customer Focus: Strong problem-solving skills, empathy, and the ability to handle difficult conversations with patience.
• Adaptability: Comfortable working remotely or in a team-oriented environment; open to learning about new products and services.

Company information

Registration No. 200001968H #J-18808-Ljbffr