E-Commerce Assistant

E-Commerce Assistant

Company: Ezytronic Sdn Bhd
Location: Pusat Bandar Puchong, Selangor
Employment Type: Full-Time
Working Days: 5.5 Days (Saturday Half-Day Work From Home)

Job Overview

We are looking for a proactive, responsible, and detail-oriented E-Commerce Assistant to support our growing online business across Shopee, Lazada, and other e-commerce platforms.

You will be responsible for daily marketplace operations, customer inquiries, order processing, after-sales support, returns and refunds, product listing maintenance, inventory coordination, and promotional campaign execution.

We are looking for someone who is customer-oriented, enjoys solving problems, and takes ownership of daily responsibilities to ensure smooth operations and a positive shopping experience.

Key Responsibilities

1. Customer Service & Communication

• Handle customer inquiries across Shopee, Lazada, WhatsApp, email, and other communication channels.
• Respond promptly and professionally to customer questions, product inquiries, and marketplace Q&A.
• Assist customers with product specifications, compatibility, availability, order status, and basic troubleshooting.
• Follow up on outstanding customer inquiries and ensure issues are properly resolved.
• Maintain good customer response rates and service standards across all platforms.

2. Returns, Refunds & After-Sales Support

• Monitor, investigate, and manage customer returns, refunds, disputes, and appeal cases.
• Proactively contact customers to understand product issues and provide appropriate solutions before unnecessary returns occur.
• Identify cases involving incorrect usage, configuration, compatibility, or product misunderstanding and coordinate troubleshooting support.
• Handle product warranty claims, replacements, exchanges, and after-sales service requests.
• Coordinate with technical support, warehouse, suppliers, and relevant departments to resolve customer issues.
• Manage negative customer ratings and reviews by following up on complaints and offering appropriate solutions.
• Where appropriate, politely encourage customers to voluntarily update their reviews after successful resolution, in accordance with marketplace policies.
• Prepare and submit Credit Notes (CN) for approved returned orders, subject to Finance verification and approval.
• Maintain accurate records and follow up on outstanding cases until resolution.

3. Daily Order Processing & Fulfillment

• Check, verify, and process daily marketplace orders.
• Prepare and submit Sales Orders (SO) accurately and on time.
• Verify product SKUs, quantities, pricing, customer details, and shipping information.
• Coordinate with warehouse and logistics teams for timely picking, packing, and dispatch.
• Monitor courier pickups, pending shipments, delivery delays, and failed deliveries.
• Ensure orders are fulfilled within marketplace shipping deadlines.
• Assist with order reconciliation, documentation, and operational follow-up.

4. Product Listings & Inventory Coordination

• Create, update, and maintain accurate product listings across marketplaces.
• Ensure product titles, specifications, descriptions, images, variations, and pricing are correct.
• Monitor and update product SKUs, stock quantities, and inventory information through SiteGiant and marketplace seller platforms.
• Monitor out-of-stock and low-stock products and coordinate with procurement and warehouse teams on replenishment.
• Identify stock discrepancies, incorrect listings, and overselling risks.
• Ensure product availability and information remain consistent across sales channels.

5. Marketplace Campaigns & Promotions

• Assist with marketplace campaign submissions, including seasonal promotions and platform-wide sales events.
• Prepare and submit Shocking Sales, Flash Sales, and other promotional deals.
• Monitor, renew, and update ongoing discounts, vouchers, bundles, and promotional offers.
• Verify promotional pricing, participating SKUs, stock allocation, and campaign schedules.
• Coordinate with the E-Commerce team to ensure campaigns are executed accurately and on time.
• Support new marketplace promotional opportunities and sales initiatives.

6. Marketplace Account Health & Administration

• Monitor marketplace account health and conduct weekly performance reviews.
• Track customer response rates, late shipments, cancellations, returns, disputes, and customer ratings.
• Identify and follow up on operational issues that may affect account performance or result in marketplace penalties.
• Monitor marketplace payment settlements and maintain approved automatic withdrawal settings.
• Assist with transaction reconciliation and marketplace administration.
• Prepare basic daily or weekly reports on sales orders, customer complaints, returns, pending cases, and operational performance.

7. General E-Commerce Operations

• Work closely with warehouse, procurement, finance, technical support, and marketing teams.
• Identify recurring customer issues and recommend practical improvements.
• Ensure daily tasks, outstanding orders, and customer cases are properly followed up.
• Support the expansion of new e-commerce platforms and sales channels.
• Assist with other related operational duties as assigned.

Job Requirements

• Minimum SPM, Diploma, or equivalent qualification.
• Previous experience in e-commerce operations, marketplace administration, or customer service is preferred.
• Familiarity with Shopee Seller Centre, Lazada Seller Center, SiteGiant, or similar e-commerce platforms is an added advantage.
• Good communication skills in English and Bahasa Malaysia. Mandarin is an added advantage.
• Basic computer proficiency, including Microsoft Excel and online systems.
• Strong attention to detail, organizational skills, and problem-solving ability.
• Able to handle multiple tasks efficiently in a fast-paced environment.
• Comfortable handling customer complaints and resolving issues professionally.
• Proactive, responsible, self-motivated, and willing to learn.
• Able to work independently and collaborate effectively with other departments.
• Willing to work at Pusat Bandar Puchong, Selangor.

Working Schedule & Arrangement

5.5-Day Work Week

• Monday – Friday: Work from office at Pusat Bandar Puchong, Selangor.
• Saturday: Work from home (half-day, until 1:00 PM).
• Saturday responsibilities primarily include customer inquiries, marketplace chat support, order monitoring, and urgent operational follow-ups.
• Candidates must remain responsive and capable of working independently during Saturday's work-from-home arrangement.

What We Look For

We value individuals who demonstrate a strong sense of responsibility, initiative, and ownership.

You should be someone who doesn't simply pass problems to others, but actively follows up, coordinates solutions, and ensures matters are properly resolved.

We believe excellent customer service goes beyond answering inquiries, it means understanding customers, solving their problems, and delivering a positive shopping experience.

Take Ownership. Solve Problems. Get Things Done.

Why join us:

• Attractive and uncapped commission scheme

• Performance bonus

• Simcard provided

• Birthday leave

• Training & mentorship provided

• 13% employer portion EPF

• Free parking option available