Customer Service & Operations Coordinator

Job Scope

• Handle customer enquiries via WhatsApp, respond.io, Xiaohongshu and other channels — quotations, order follow-ups, tracking, transit times
• Manage customer requests such as address/order changes, restocking, and sensitive goods; resolve what you can independently, and escalate clearly what you cannot
• Act as first-line support to calm customer emotions and prevent escalation
• Assist with internal follow-ups, document preparation, and data entry

Requirements

• Bilingual communication (Mandarin as primary; English sufficient for Malay-speaking clients and basic written correspondence)
• Fast Chinese typing speed
• Comfortable with basic computer/phone operations; proficient in Excel / Google Sheets; open to learning new systems
• No specific academic qualification required — attitude and responsiveness prioritised over credentials

Preferred

• Emotionally stable and able to handle pressure — comfortable dealing with urgent or emotional customers
• Proactive, detail-oriented, and responsible — owns up to mistakes and fixes them promptly
• Approaches problems with a "let's find a solution" mindset rather than declining or deflecting
• Willing to learn logistics processes and related systems

Bonus Points

• Prior experience in customer service, e-commerce, logistics, or warehousing
• Familiarity with respond.io, monday.com, BigSeller, or similar systems
• Comfortable with short-video content / interested in content creation