Customer Service Executive

About the role

Be the voice of our brand and create customer experiences that turn enquiries into happy, loyal customers. You'll play an important role across the customer journey, responding to enquiries, handling orders and returns, and managing customer interactions across multiple e-commerce channels in a fast-paced environment.

Key responsibilities

• Respond to customer enquiries and recommend suitable products, promotions and bundles
• Handle orders, deliveries, returns, refunds, cancellations and complaints
• Provide basic product guidance and troubleshooting support
• Follow up on warranty, repair and servicing cases
• Manage customer chats across Shopee, Lazada, TikTok Shop, Shopify and other channels
• Support major e-commerce campaigns such as 9.9, 11.11 and 12.12
• Monitor customer feedback and identify opportunities to improve our products and service
• Work with internal teams to resolve customer issues quickly and effectively

About you

• Friendly, customer-focused and confident in communicating with people
• Minimum 1–2 years of relevant working experience
• Proficient in Mandarin, both spoken and written, to communicate effectively with Chinese-speaking customers
• Strong written communication and problem-solving skills
• Comfortable working in a fast-paced e-commerce environment
• Organised and able to manage multiple customer cases at the same time
• E-commerce or customer service experience is an advantage
• Product/technical knowledge is a plus, but training will be provided