Ecommerce Customer Service Executive

About the role

You will support day-to-day customer enquiries for online businesses. You will help customers with order-related questions, delivery updates, product enquiries, returns/refunds, and general after-sales support across channels such as email, live chat, WhatsApp, and marketplace messaging.

Key responsibilities

• Respond to customer enquiries via email, live chat, WhatsApp, and other approved channels
• Handle order status and delivery enquiries
• Assist customers with product-related questions
• Support return, exchange, cancellation, and refund workflows according to company SOPs
• Follow up on delayed, incomplete, or outstanding orders
• Escalate complex cases to the relevant internal team when required
• Maintain accurate customer and case records
• Update ticketing, CRM, or e-commerce systems
• Support marketplace enquiries from platforms such as Shopee, Lazada, TikTok Shop, or Shopify where applicable
• Manage customer complaints professionally and calmly

About you

• Minimum 2–3 years of customer service experience
• E-commerce, retail, marketplace, or online customer-support experience is preferred
• Good written and spoken English
• Strong communication and problem-solving skills
• Comfortable handling multiple customer conversations and cases
• Good attention to detail and follow-up
• Able to work independently in a remote environment
• Comfortable learning new software and customer-support systems
• Experience with tools such as Shopify, Shopee Seller Centre, Lazada Seller Center, Freshdesk, Gorgias, Zendesk, or WhatsApp Business is an advantage
• Basic Microsoft Office / Google Workspace skills