• KUALA LUMPUR

    Apa khabar?

  • Full Time Roles

     

    Commercial

    • Assist with integration for new merchants
    • Respond promptly to questions from merchants
    • Set up new merchant stores in internal system (Swordfish)
    • Manage the operations that we have with our Merchants.
    • Growing and managing the operations team as a whole.
    • Ensure that our Merchants are properly integrated and all functional (Finance/Marketing/Technical) processes are set in place
    • Assist with onboarding merchants onto the extension
    • Respond promptly to questions from merchants
    • Run test orders to ensure proper tracking of commission and cashback
    • Deliver high-quality service across multiple social media platforms for all English speaking countries (Facebook, Twitter, Online Forums, Google Map and Review Pages etc.) 
    • Be a passionate advocate for our customers while answering any questions that come your way
    • Show empathy to frustrated customers while solving problems and addressing unsatisfactory experiences
    • Growing ShopBack's merchant base by identifying growth sectors, acquiring new merchant partnerships and renewing existing relationships
    • Conducting market analysis and research for existing and new merchants
    • Developing ideas for merchant campaigns, managing campaign processes and execution
    • To maintain and manage on-going data validation process with affiliate network partners to ensure that internal SLAs and process standards are met
    • Verifying data accuracy against commercial terms
    • Handle Invoice Process Flows regionally
    • Ensure our customer service teams deliver high-quality performance
    • Provide direct input and make recommendations for work flow issues
    • Assume responsibility and accountability for day-to-day implementation and operational aspects of customer relationship
    • Onboard new merchants onto the ShopBack platform.
    • Manage relationships with external merchants and networks, including participating in negotiations together with the Business Development team.
    • Analyse data to ensure accuracy in order and transaction information.
    • Handling general inquiries professionally
    • Promptly resolve customer’s disputes
    • Convey customer’s feedback to relevant team
    • Connect and maintain a strong relationship with media platforms
    • Craft compelling angles/content, actively pitch and secure media interest on a daily basis.
    • Develop press materials including interview pitches, invitations, press releases, briefing documents and infographic, etc.
    • Build scalable process for acquisition, verification, validation of coupons information.
    • Manage the team responsible for supplying various ShopBack applications with coupons information.
    • Liaise with stakeholders to understand requirements with regard to coupons.
    • Own CS onboarding and ongoing training from start to finish: develop strategy, build and maintain materials, and lead training sessions.
    • Reviewing CSAT surveys and NPS feedback to identify issues in CS Team behavior and/or customers pain points
    • Review quality of work performed by CS Team through live monitoring and use of chat and tickets transcripts
    • Develop customized solutions within the Salesforce platform for various Shopback Business Processes, while ensuring that requirements from all internal stakeholders are met.
    • Oversee solutions design and delivery, including integration with existing architecture
    • Salesforce developers maintain user roles, ensuring there are no security breaches that could place a risk on the company’s data.
  • Internships

    • Be part of the Malaysian team in driving our marketing operations for the ShopBack GO Team in Singapore
    • End-to-end planning, development and preparation of marketing materials, and getting outlet ready to public
    • Assist with Key Account Management by responding to merchant queries
    • ● Research and liaise with third party for event planning and management.
      ● Supporting various campaigns, events, and other related projects as required.
      ● Drafting communications materials.
    • ● Treat each and every customer as a friend.
      ● Handle general inquiries to resolving customer disputes.
      ● Address every issue promptly and professionally.
    • Work as part of the Creative team producing high quality artwork across multiple touch points, including digital, mobile/app and print 
    • Adapt existing layouts to different formats 
    • Work on multiple projects of varying complexities, meet your deadlines and support your team members to meet theirs 
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