Customer Service Executive — AI x E-commerce

We know what you’re thinking.

“Oh great, another customer service job. Reply chats, chase parcels, handle complaints, process refunds, and say sorry all day.”

Yeah, no. This one’s different.

Janamuda Sdn Bhd is a fast-growing KL-based e-commerce brand selling across Shopee, TikTok Shop, and Lazada, scaling across Malaysia and Singapore marketplaces.

We move fast. Ideas don’t sit in decks — they get executed, measured, improved, and scaled.

Now we’re bringing AI x E-commerce into customer service.

We’re looking for someone who doesn’t just reply customers, but helps create a faster, smarter, smoother customer experience using marketplace systems, AI tools, and strong common sense.

What You’ll Actually Do

• Handle customer enquiries across Shopee, TikTok Shop, and Lazada, including chats, comments, order messages, and follow-ups
• Resolve order issues end-to-end: delivery delays, wrong or missing items, refunds, returns, vouchers, cancellations, and complaints
• Use AI tools to draft better replies, summarise issues, organise case details, and improve response speed
• Coordinate with operations and warehouse teams to solve customer issues properly
• Maintain strong response time, customer satisfaction, ratings, and dispute-handling performance
• Support marketplace operations when needed, including order tracking, stock checks, promo FAQs, and campaign-related enquiries
• Monitor reviews and feedback, then highlight recurring issues so the team can improve
• Escalate complex cases properly and follow up until they are closed

You’re Probably Right For This If

• You can communicate well in English and Bahasa Malaysia
• You have 1–3 years of customer service experience, preferably in e-commerce
• You have handled Shopee, TikTok Shop, Lazada, or similar marketplace platforms before
• You reply fast, stay calm under pressure, and think before you send
• You are patient, empathetic, and professional with customers
• You can manage multiple chats, orders, and cases without missing key details
• You are curious about AI tools and excited to use them to work faster and better
• You solve problems instead of just forwarding them to someone else
• You bring clear communication and good energy to the team

This Role Is NOT For You If

• You want a slow, routine job where nothing urgent happens
• You hate learning new tools or systems
• You panic when several customers message at the same time
• You need someone to tell you every tiny next step
• You prefer “not my problem” over “let me check and solve this”

What We’re Looking For

• Diploma or Degree in Business, Communications, or related field
• 1–3 years experience in customer service or e-commerce support
• Experience with marketplace backends, chat centres, refund/dispute modules, or order management systems is preferred
• Strong written communication in English and Bahasa Malaysia
• Organised, responsible, and able to work with minimal supervision
• Positive, collaborative, and willing to learn

What You Get

• Salary package: RM3,500 – RM5,000/month, depending on experience and performance
• Competitive base salary, reviewed annually
• Performance bonus plan
• EPF, SOCSO, and EIS contributions
• Comprehensive medical coverage
• Staff purchase discounts
• Inclusive events and birthday celebrations
• On-site snacks and beverages
• Free-flow ice cream for all employees
• Office located just 3 minutes’ walk from MRT Kentonmen
• Training on AI tools that make customer service faster, smarter, and less painful
• Hands-on experience in real e-commerce operations across Shopee, TikTok Shop, and Lazada

At Janamuda Sdn Bhd, customer service is not just support.

It’s the front line of the customer experience.

And with the right person, the right systems, and the right AI tools, it becomes a serious advantage.

Click Apply and let’s talk.