Customer Service Executive

To manage customer service operations for Malaysia and Singapore, ensuring timely and effective resolution of customer enquiries, complaints and marketplace issues while maintaining a positive customer experience.

Key Responsibilities

Customer Service

• Manage customer enquiries and complaints through email, marketplace platforms, website and social media.
• Handle escalated cases and follow up until resolution.
• Ensure timely and professional responses in line with agreed SLA.

Marketplace & eCommerce

• Support customer service operations across Shopee, Lazada, TikTok Shop and Bata website.
• Handle and follow up on order, delivery, cancellation, return and refund issues.
• Coordinate with eCommerce and relevant teams to resolve marketplace-related issues.

Team Coordination

• Supervise and support the CS team in daily operations.
• Monitor workload, response time and case closure.
• Provide guidance and support to team members when required.

Reporting & Performance

• Monitor customer service performance, including NPS, response time and case closure.
• Prepare weekly reports and highlight key issues or trends.

Cross-Functional Support

• Work closely with eCommerce, Marketing, Finance, Operations, IT and Global teams.
• Coordinate on system issues, process improvements and customer-related matters.
• Support new initiatives, system implementation and process improvements.

Marketing Operational Support

• Prepare POs and provide operational support for projects, campaigns and events assigned by the HOD.
• Support translation and communication with local and global stakeholders when required.
• Arrange courier services, including creating AWB and tracking deliveries.

Key Skills & Requirements

• Experience in customer service, eCommerce or retail operations.
• Good communication and problem-solving skills.
• Strong coordination and follow-up skills.
• Able to work independently and manage multiple tasks.
• Proficient in Microsoft Office, particularly Excel. Experience with ticketing/CRM systems and ordering & inventory systems.
• Customer-focused and team-oriented.