CUSTOMER SERVICES EXECUTIVES

About the role

This is a customer service role responsible for handling customer enquiries across multiple platforms including WhatsApp, phone calls, social media, TikTok, Shopee and other channels. You will respond to customer questions regarding products, prices, promotions, availability, orders and delivery, while processing and following up on orders accurately.

Key responsibilities

• Handle customer enquiries through WhatsApp, phone calls, social media, TikTok, Shopee and other platforms
• Respond to customer questions regarding products, prices, promotions, availability, orders and delivery
• Process and follow up on customer orders accurately
• Assist customers with order status, delivery issues, returns, exchanges and complaints
• Handle customer complaints professionally and provide suitable solutions
• Coordinate with Sales, Warehouse, E-Commerce, Marketing and Operations teams regarding customer requests and orders
• Maintain proper records of customer enquiries, complaints and order-related issues
• Monitor customer feedback and report recurring issues to the relevant department
• Manage and coordinate return, refund, dispute, and appeal cases across Shopee and TikTok Shop
• Perform other customer service and administrative tasks assigned by management

About you

• Diploma or Degree in Business Administration, Marketing, Customer Service, Communication or related field
• Experience in customer service, e-commerce or retail is an advantage
• Good communication skills in Bahasa Malaysia and English
• Able to communicate professionally through WhatsApp and social media platforms
• Good problem-solving and multitasking skills
• Patient, responsible, organised and able to handle difficult customers professionally
• Familiar with TikTok Shop, Shopee or e-commerce platforms is an advantage
• Able to work independently and as part of a team