Customer Service Executive (NO EXPERIENCES NEEDED)

About the Role

We are looking for a proactive and customer-oriented E-Commerce Customer Service Executive to join our team.

You will be responsible for managing customer enquiries, supporting online orders and ensuring a smooth shopping experience across TikTok Shop and other e-commerce channels.

Key Responsibilities

• Manage daily customer enquiries through TikTok Shop, online chat, social media, email and other communication channels.
• Assist customers with product enquiries, order placement, payment issues and delivery-related matters.
• Monitor orders and provide customers with updates on shipping and delivery status.
• Handle return, refund and exchange requests according to company policies.
• Respond to customer complaints professionally and work towards practical solutions.
• Follow up on unresolved cases to ensure issues are properly closed.
• Coordinate with warehouse, logistics and internal teams to resolve order or product-related issues.
• Maintain accurate customer service records and ensure important cases are properly documented.
• Identify recurring customer issues and provide feedback to the management team.
• Stay updated on product information, promotions, campaigns and company policies.
• Support the team in achieving key customer service targets such as response time, resolution rate and customer satisfaction.

Requirements

• Good command of Bahasa Malaysia and English, both spoken and written.
• Strong communication and interpersonal skills.
• Able to handle customer complaints calmly and professionally.
• Good problem-solving skills with a strong sense of responsibility.
• Able to multitask and work effectively in a fast-paced environment.
• Customer-focused, positive and willing to learn.
• Comfortable working with online platforms and digital communication tools.

Added Advantage

Candidates with experience in any of the following will have an advantage:

• TikTok Shop Seller Center
• Shopee / Lazada Seller Centre
• Shopify
• WooCommerce
• Magento
• Order management and fulfilment systems
• Customer service or e-commerce reporting
• Basic Excel / Google Sheets and data analysis