E-Commerce Customer Service Officer

About Us

Denwa Tech Sdn. Bhd. is the company behind Lionshield, a Singapore-founded mobile-accessories brand with operations in Malaysia.

As Lionshield continues to grow, we are looking for a responsive, patient and detail-oriented Customer Service Officer to support our customers across Shopee, Lazada, TikTok Shop and other e-commerce channels.

This role is suitable for someone who enjoys solving problems, communicating with customers and working closely with warehouse, fulfilment and e-commerce teams to deliver a positive customer experience.

Why Join Us?

At Lionshield, we value good work and support our employees’ professional development and well-being. Benefits include:

• Competitive salary based on experience and suitability
• Annual performance bonus
• Wellness and medical benefits
• Birthday leave
• Career-development opportunities in a growing e-commerce business
• Convenient parking directly in front of the office
• Paid overtime where applicable
• Employer contributions to EPF, SOCSO and EIS
• Hands-on experience in customer experience, marketplace operations and e-commerce campaigns

Working Details

• Location: Lebuh Bercham Selatan 1, Ipoh, Perak
• Employment type: Full-time
• Salary: RM2,200–RM3,000 per month, depending on experience and suitability
• Working schedule: Six working days per week with one designated rest day
• Working Hours: 12.30 p.m.–9.00 p.m., with an unpaid break from 4.00 p.m.–5.00 p.m.
• Weekend and public-holiday work may be required according to the roster.

Key Responsibilities

• Respond promptly, accurately and professionally to customer enquiries through Shopee, Lazada, TikTok Shop and other authorised channels.
• Assist customers with product information, order status, shipping updates, cancellations, returns, refunds and after-sales enquiries.
• Resolve customer complaints calmly and tactfully in accordance with Company policies and platform requirements.
• Escalate complex, sensitive or high-risk cases to the team leader or relevant department promptly.
• Use marketplace tools, including dispute, return and refund systems, to manage cases within the applicable service-level requirements.
• Liaise with warehouse, fulfilment and e-commerce teams regarding order discrepancies, delivery delays, damaged items, stock availability and other fulfilment issues.
• Monitor and respond to product ratings and customer reviews professionally.
• Investigate negative feedback and coordinate appropriate solutions to protect customer satisfaction and the Lionshield brand.
• Maintain accurate records of customer interactions, complaints, resolutions, escalations and recurring issues.
• Identify common customer concerns and recommend improvements to FAQs, product information, processes and response templates.
• Support e-commerce campaigns by preparing FAQs, approved mass-reply templates, promotional information and customer-service materials.
• Assist in monitoring vouchers, campaign mechanics and platform announcements to ensure accurate information is communicated to customers.
• Maintain a professional, patient and empathetic tone in all customer communications.
• Protect customer information, order details, account credentials and other confidential information.
• Perform other reasonable customer-service and e-commerce-related duties and assist with ad-hoc brand initiatives when required.

Requirements

• At least one year of e-commerce customer-service experience is preferred.
• Familiarity with Shopee, Lazada or TikTok Shop Seller Centre is a strong advantage.
• Minimum qualification of SPM, with at least a Credit in English.
• Good written and verbal communication skills.
• Strong customer-service, problem-solving and complaint-handling abilities.
• Calm, patient and professional when dealing with demanding customers.
• Careful and accurate when handling orders, refunds, customer information and platform cases.
• Able to respond promptly and manage several enquiries or cases efficiently.
• Proficient in Microsoft Excel, Microsoft Word and Google Drive.
• Responsible, willing to learn and able to work independently and collaboratively.
• Able to work according to a roster, including weekends and public holidays.

Application Information

Shortlisted applicants may be asked to provide:

• Recent photo of yourself
• An updated résumé
• Expected salary
• Earliest available starting date
• Any other information reasonably required for recruitment purposes