E-Commerce Customer Service

About the role

This role involves handling customer enquiries across multiple e-commerce and social media platforms including Shopee, Lazada, TikTok Shop, WhatsApp, and other online channels. You will provide comprehensive customer support, manage orders and payments, resolve complaints and returns, and coordinate with internal teams to ensure customer satisfaction.

Key responsibilities

• Handle customer enquiries through Shopee, Lazada, TikTok Shop, WhatsApp, social media, and other online platforms
• Assist customers with product information, orders, payments, delivery status, and other enquiries
• Handle customer complaints, returns, exchanges, refunds, and order-related issues professionally
• Monitor and respond to customer messages and enquiries promptly
• Follow up on pending orders, delivery issues, missing or damaged items
• Coordinate with warehouse, logistics, and sales teams to resolve customer issues
• Assist in managing customer reviews, feedback, and ratings
• Maintain accurate customer records and provide excellent customer service

About you

• Minimum Diploma or Degree in Business Administration, Marketing, E-Commerce, Customer Service, or a related field
• Fluent in Bahasa Malaysia and English, both spoken and written
• Previous experience in e-commerce or customer service is an advantage
• Familiar with Shopee, Lazada, TikTok Shop, or other e-commerce platforms is an advantage
• Good communication and interpersonal skills
• Customer-oriented, patient, responsible, and professional
• Able to multitask and work in a fast-paced environment
• Basic computer skills and proficiency in Microsoft Office
• Able to work independently and as part of a team