E-Commerce Customer Service Officer

Location: Bandar Kinrara, Puchong

Near Alam Sutera LRT Station

Work with Us

Our team is fun and dynamic. We encourage open communication with much respect to new ideas. We practice Work-Life Balance and foster a collaborative environment that empowers every team member to thrive and contribute their unique talents. Join us to be part of a vibrant workplace where innovation is celebrated.

Job Description

• Provide prompt, friendly and professional customer service via Live Chat, WhatsApp, email, phone, Facebook and other online platforms.

• Respond to customer enquiries on product availability, pricing, promotions, delivery, payment and order status.

• Assist customers with product selection and provide basic product recommendations to support sales conversion and upselling.

• Process and follow up on online orders to ensure orders are accurately coordinated with the warehouse for packing and dispatch.

• Coordinate with the Warehouse, Procurement, Fulfillment Team and Retail Outlets to ensure smooth and timely order fulfillment.

• Track and trace parcels and proactively follow up on delayed or problematic deliveries.

• Handle customer complaints, feedback and service issues professionally, ensuring timely resolution and follow-up.

• Handle warranty and after-sales enquiries, including coordinating with the relevant departments and following up on warranty status.

Requirements

• Minimum SPM / Diploma in Business, Marketing, E-Commerce, Customer Service or related field.
• Minimum 1 year of working experience in customer service, e-commerce, retail or a related field.
• Experience in handling online customer enquiries, live chat or marketplace platforms will be an advantage.
• Positive, friendly and customer-oriented attitude.
• Good communication and interpersonal skills.
• A team player who is energetic, responsible, organised and able to multitask.
• Able to work independently and handle customers professionally under pressure.
• Good command of Bahasa Malaysia and English. Mandarin is an added advantage.
• Basic knowledge of IT products and the IT retail industry is an added advantage. On-job training will be provided.
• Willing to learn about new products, technologies and e-commerce platforms.