Customer Service & E-Commerce Executive

About Us: Smells Good Holdings Sdn Bhd is a local personal care company, home to Bath Garden, known for premium affordable scented body care products (available on TikTok, Mr DIY, and Watson), and Love Maya, offering island-inspired scented body care.

Bath Garden: bathgarden.co

Love Maya: lovemaya.co

We’re looking for a Customer Service & E-Commerce Executive to join our team. This role will be responsible for managing day-to-day customer enquiries while supporting our e-commerce operations across various platforms. We're looking for someone who have strong communication skills, a customer-focused mindset, good attention to detail, and an understanding of e-commerce platforms and customer needs.

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Key Responsibilities:

Customer Service (core of the role)

• Own day-to-day customer enquiries across all platform chats, social DMs and email, responding within agreed response-time targets.
• Handle questions on products, orders, delivery, returns, refunds, vouchers and promotions from first message to resolution.
• Manage returns and refund requests end to end, coordinating with Operations and Finance and keeping the customer updated at each step.
• Handle complaints, negative reviews and disputes with a calm, on-brand tone, and escalate cases beyond your authority promptly.
• Maintain and improve the CS knowledge base: FAQs, standard response templates and tone-of-voice guidelines.
• Track recurring issues and report them monthly to Marketing, Operations or Product with examples and volumes, so root causes get fixed rather than re-answered.
• Protect platform health metrics: chat response rate, response time and shop rating on Shopee and TikTok Shop.

Product & Listing Management

• Upload new products and maintain accurate pricing, stock levels, images and descriptions across all platforms and ERP.
• Audit listings daily and resolve or escalate issues: out-of-stock, wrong image, inactive SKU, incomplete info.
• Keep all product pages optimised and aligned with brand guidelines.

Campaigns & Promotions

• Register brand participation in platform campaigns and set up vouchers, bundles and flash deals accurately and on time.
• Work with Sales and Marketing to confirm mechanics, pricing and stock allocation before campaigns go live.

Reporting & Insights

• Track daily metrics: traffic, conversion rate, AOV, GMV and top SKUs.
• Prepare a weekly e-commerce report covering both sales performance and customer service volumes, with clear recommended actions.

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Requirements:

• Diploma/Degree in Marketing, Business, E-Commerce, Mass Communication, or related field.
• Minimum 1–2 years experience in e-commerce operations, online platform support, or retail support. Experience with marketplaces (Shopee, Lazada, TikTok Shop) is an added advantage.
• Good communication and coordination skills — able to liaise across multiple teams.
• Fast learner with a strong sense of ownership and accountability.

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Top Reasons to work with Smells Good:

• Hybrid Work: Enjoy the flexibility of working from home 2 days a week
• Health & Wellness Benefits: Outpatient medical, over-the-counter medications, Classpass, Gym subscription, therapy sessions, and more to keep you fit and happy
• Look Good, Feel Good: Fashion, hairstyling, and grooming perks to keep you looking fresh
• Tech Perks: Apple Macbook for everyone to support your work.
• Monthly Freebies: Receive FREE company products every month to enjoy and share with friends/family
• Staff discount: Enjoy exclusive employee discounts on company products for yourself, friends, and family.
• Continuous Learning: Benefit from educational support to enhance your skills and grow your career
• Home Sweet Home: Receive RM10,000 when you purchase your first house