Customer Service Executive

At AKEMI, we believe that great customer service builds lasting customer relationships.

We are looking for a customer-focused and service-oriented individual to join our team. You will be responsible for handling customer enquiries across multiple digital channels, assisting with complaints and after-sales matters, and working closely with internal teams to ensure a smooth and positive customer experience.

If you enjoy helping people, solving problems and communicating through digital platforms, we would love to hear from you!

Key Responsibilities

1. Customer Enquiries & Support

• Respond to customer enquiries promptly and professionally across Facebook, Instagram, TikTok, Xiaohongshu (XHS), Google Reviews, WhatsApp, email, website live chat and assigned marketplace channels.
• Provide accurate information about products, promotions, membership, store locations, orders, deliveries and after-sales services.
• Maintain a friendly, patient and helpful approach in all customer interactions.

2. Complaint Handling & Case Resolution

• Handle customer complaints professionally and work towards timely and satisfactory resolutions.
• Coordinate returns, exchanges, refunds and warranty requests with the relevant departments.
• Respond appropriately to public comments and reviews, directing cases involving personal information to private communication channels.
• Follow up on outstanding cases to ensure issues are resolved.

3. Customer Service Content & SOP

• Assist in reviewing and updating FAQs, response templates and customer service guidelines.
• Ensure customer communications are clear, accurate and consistent with company policies.
• Identify recurring customer enquiries and suggest improvements to service processes.

4. Internal Coordination & Team Support

• Work closely with retail stores and relevant departments to resolve customer enquiries and complaints.
• Provide clear case updates and ensure proper handover or escalation when necessary.
• Support teammates and provide backup coverage when required.

5. Customer Records & Data Management

• Maintain accurate records of customer enquiries, follow-ups, actions taken and case resolutions.
• Use the unified chat system to manage and track customer conversations.
• Handle customer information responsibly and maintain confidentiality in accordance with company procedures.

Requirements

• SPM or equivalent qualification; candidates with relevant experience will also be considered.
• Fresh graduates are welcome to apply.
• Preferably 1–2 years of experience in customer service, retail, e-commerce or a related field.
• Good written and spoken communication skills in English and Bahasa Malaysia.
• Comfortable using digital communication platforms, online chat systems and basic spreadsheets. Training will be provided.
• Strong communication, problem-solving, organisational and follow-up skills.
• Patient, attentive and able to handle customer complaints professionally.
• Able to manage multiple enquiries, prioritise tasks and work collaboratively with different teams.
• Willing to work scheduled shifts, including weekends or public holidays when required.

Why Join Us?

• Gain exposure to multiple digital customer service channels and social-commerce platforms.
• Develop valuable customer relationship management and problem-solving skills.
• Learn to use a unified customer service system, with training provided.
• Work collaboratively with different teams in a supportive environment.
• Build your career in customer service, e-commerce and digital customer experience.

If you are passionate about delivering excellent customer service and creating positive customer experiences, apply now and join the AKEMI team!