Customer Experience Executive (Remote)

About the company
At Miraco Nutripharm, we are dedicated to advancing health & improving lives. Our goal is to relieve 1 billion people worldwide of pain & discomfort. If you know of anyone who has been worried about or suffered from any health problems, join us in making a positive impact by reducing the pain & distress others have to endure.

Job description
As the Customer Experience Executive, you will be responsible for supporting a broad range of commercial tasks within the organization. This includes/will include customer service, order processing, maintaining sales call sheets & supporting operational workflows through process documentation & improvement as well as research & analysis to achieve business stability & growth. The ideal candidate will have a good understanding of commercial processes & be an agile multi-tasker with strong organizational & problem-solving skills.

Key Responsibilities:
Customer Experience
-Sales order processing with our ERP system
-Collaborate with Operations & Fulfilment team to ensure timely enquiries handling, order processing & delivery
-Build & maintain strong, long-term relationships with customers
-Onboard new customers, ensuring a smooth transition & successful implementation
-Maintain accurate records of client interactions & progress in ERP & CRM tools
-Analyze customer data & feedback to improve services & retention strategies
-Act as the voice of the customer internally to advocate for their needs & feedback while taking into account business objectives
-Monitor customer health scores & proactively address any issues or risks
-Monitor & manage regional e-commerce platforms (e.g., Shopee, Lazada) to ensure product listings are accurate, compliant & authorised
-Review account performance metrics & sales value regularly to track growth trends & identify opportunities
-Proactively recommend strategies to strengthen account potential, optimize visibility & drive incremental sales across channels
-Maintain & update Standard Operating Procedures (SOPs) for smooth & stable daily operations across different functions
-Identify & improve areas to increase operational efficiencies & business workflows to optimize resource utilization
-Collaborate with sales, marketing & support teams to deliver an excellent customer experience
-Implement seamless & impactful customer journeys across our multi-store eCommerce website (B2C & B2B), CRM loyalty programs & official marketplace store (Shopee & Lazada)
-Optimize customer interactions across touchpoints to increase satisfaction, loyalty & lifetime value, while collaborating closely with digital & marketing, sales & IT teams
-Identify upsell & cross-sell opportunities in coordination with the sales team
-Provide administrative & operational support as required

Requirements:
-Qualifications: Bachelor’s Degree or equivalent qualification
-Core Expertise: Minimum 2 years of remote work experience; ideally with experience working with ERP & CRM systems
-Technical & Professional Skills: Computer literacy with knowledge of Google Drive and MS Office applications; strong attention to detail, problem-solving, and communication skills
-Preferred: Ability to work both independently and in a team-oriented environment, with experience driving operational workflows
-Professional Attributes: High levels of integrity and professionalism; effective time management and organizational skills, with the adaptability and proactive initiative to drive process changes

Please submit your resume to ----------