E-Commerce Customer Service Representative

E-Commerce Customer Service Representative

Job Responsibilities

• Handle daily customer enquiries through Shopee, Lazada, TikTok Shop, WhatsApp, social media, and other online channels.
• Respond to customer enquiries promptly and professionally regarding food products, pricing, promotions, orders, delivery, and product information.
• Assist customers with product selection and provide accurate information based on company product specifications.
• Process and follow up on online orders, cancellations, returns, refunds, and exchanges according to company procedures.
• Monitor incoming orders and ensure customer requests are properly communicated to the relevant departments.
• Coordinate with the Warehouse, Logistics, Sales, and Production teams to ensure smooth and timely order fulfilment.
• Follow up on delayed, missing, damaged, or incorrect deliveries and assist customers in resolving related issues.
• Handle customer complaints and feedback professionally and escalate complicated cases to the relevant department or supervisor when necessary.
• Monitor and respond to customer reviews, ratings, comments, and messages on e-commerce platforms.
• Maintain a high level of customer service and ensure a positive online shopping experience.
• Assist in managing online store chat during promotional campaigns, flash sales, and peak periods.
• Provide customers with information about ongoing promotions, vouchers, bundles, new products, and campaign activities.
• Update and maintain accurate customer and order records in the relevant systems.
• Monitor order status and follow up on outstanding customer cases until resolution.
• Identify recurring customer issues and provide feedback to the E-Commerce and Marketing teams for improvement.
• Assist the E-Commerce team in monitoring product listings, stock availability, pricing, and promotional information when required.
• Prepare customer service reports, including enquiries, complaints, order issues, and customer feedback.
• Maintain proper documentation and records of customer communications and resolutions.
• Ensure all customer communication is consistent with the company’s brand image and service standards.
• Perform other customer service and e-commerce support duties assigned by management.

Job Requirements

• Minimum SPM / Diploma in Business Administration, Customer Service, E-Commerce, Marketing, or a related field.
• Minimum 1–2 years of experience in customer service, e-commerce, online sales, or a related role.
• Experience in the food manufacturing, food production, FMCG, or consumer products industry is an advantage.
• Must be able to speak and communicate in Mandarin to serve Mandarin-speaking customers and handle online enquiries.
• Good command of English and Bahasa Malaysia.
• Familiar with Shopee, Lazada, TikTok Shop, and other e-commerce platforms.
• Comfortable using online chat platforms, WhatsApp, social media, and customer service systems.
• Good communication and interpersonal skills.
• Customer-oriented, patient, friendly, and professional when handling enquiries and complaints.
• Able to handle customers tactfully and remain calm when dealing with difficult situations.
• Strong attention to detail when processing orders, refunds, product information, and customer requests.
• Good follow-up and problem-solving skills.
• Basic knowledge of Microsoft Office, especially Excel and Word.
• Able to work independently and as part of a team.
• Able to work under pressure and manage high volumes of enquiries during online campaigns and peak periods.
• Willing to work on weekends, public holidays, or according to e-commerce campaign requirements when necessary.

Pay: RM2,000.00 - RM4,000.00 per month

Work Location: In person