Executive, E-Commerce Customer Service

We are looking for a proactive, customer-focused, and detail-oriented E-Commerce Customer Service Executive to join our growing team.

This role is ideal for individuals who enjoy helping customers, solving problems, and supporting fast-paced online retail operations. You will play an important role in delivering excellent customer experiences across major e-commerce platforms including Shopee, TikTok Shop, Lazada, social media channels, and our official website.

If you are passionate about e-commerce and customer service, we would love to hear from you!

Key Responsibilities:

Customer Service & Support

• Respond promptly and professionally to customer enquiries via WhatsApp, social media, live chat, marketplace chat, phone calls, and email
• Assist customers with order placements, payment verification, delivery tracking, product enquiries, exchanges, returns, refunds, and after-sales support
• Handle customer complaints professionally and provide effective solutions to ensure customer satisfaction
• Follow up with customers regarding order updates, feedback, and post-purchase experiences

E-Commerce Platform Management

• Monitor and manage customer messages, comments, and reviews across Shopee, TikTok Shop, Lazada, and company website platforms
• Ensure excellent customer experience and maintain strong seller ratings and platform performance scores
• Support daily online store operations and ensure smooth order processing

Order Coordination & Operations

• Monitor daily online orders and coordinate closely with warehouse, retail outlets, logistics, and sales teams to ensure accurate fulfilment and timely delivery
• Assist during online campaigns, livestreams, mega sales, festive promotions, and new product launches
• Maintain updated product knowledge to provide accurate recommendations and solutions to customers

Tracking, Reporting & Process Improvement

• Record customer interactions, recurring issues, feedback, and service improvement suggestions
• Update CRM systems, service logs, and customer records accurately
• Support CRM and loyalty initiatives to encourage repeat purchases and customer retention
• Assist in preparing customer service reports and tracking operational performance
• Identify recurring issues and contribute ideas to improve response time, service quality, and overall customer experience

Requirements:

• Possess at least a Diploma, Bachelor’s Degree, or equivalent in any field
• Minimum 1–2 years of experience in Customer Service, Retail, Customer Experience, or E-Commerce (fresh graduates are encouraged to apply)
• Experience with Shopee, TikTok Shop, Lazada, or other e-commerce platforms is an added advantage
• Strong communication skills in both spoken and written English
• Friendly, patient, responsible, and customer-oriented attitude
• Good problem-solving, multitasking, and time management skills
• Comfortable working in a fast-paced environment
• Basic computer knowledge and willingness to learn new systems and tools

Nice to Have:

• Familiarity with Shopee Seller Centre, TikTok Shop Seller Centre, or Lazada Seller Centre
• Understanding of online payment systems and delivery processes
• Experience using CRM or customer service management tools
• Interest in e-commerce operations and customer experience improvement

Why Join Us?

• Friendly and supportive working environment
• Opportunity to grow in the fast-growing e-commerce industry
• Hands-on experience with major online marketplace platforms
• Career development and learning opportunities
• Exposure to exciting online campaigns and digital retail operations

📍 Apply now and grow your career with us in the exciting world of e-commerce!