Job Description

Job Overview

We are looking for a proactive and customer-focused Customer Service Lead to support our fast-growing e-commerce business.

If you enjoy helping customers, solving problems, improving customer experience, and working in a fast-paced online business environment, we’d love to hear from you.

You will work closely with our Operations, Warehouse, and Marketing teams to ensure customers enjoy a smooth and positive shopping experience across our online platforms.

Job Description :

1.Customer Service & Support

• Respond to customer enquiries through Shopee, Lazada, TikTok Shop, Shopify, WhatsApp, and Email
• Assist customers with order enquiries, refunds, replacements, delivery issues, and product-related concerns
• Handle customer complaints professionally and provide suitable solutions
• Follow up on escalated or unresolved customer issues

2.Marketplace & Operations Support

• Support daily customer service and marketplace operations
• Monitor customer feedback, ratings, and reviews to maintain positive store performance
• Coordinate with Warehouse and Operations teams on order issues, reshipments, and stock checks
• Support major sales campaigns and promotional periods when needed

3.Team Support & Improvement

• Guide and support junior customer service team members
• Help maintain customer service SOPs, FAQs, and product knowledge materials
• Identify recurring customer issues and suggest improvements to customer experience and operations
• Prepare simple reports on customer feedback and service performance

Job Requirements

• 1–3 years of experience in customer service or e-commerce operations
• Experience in Shopee, Lazada, TikTok Shop, Shopify, or other online platforms is preferred
• Good communication and problem-solving skills
• Responsible, organised, and customer-oriented
• Able to work in a fast-paced environment
• Basic knowledge of Excel or Google Sheets is an advantage
• Leadership or senior customer service experience is a plus
• Familiarity and comfort working with WMS/ERP and courier portals.
• Languages: English, and Bahasa Malaysia (required); Mandarin a plus.
• Education: SPM/STPM minimum; Diploma/Degree preferred.

Benefits

• Additional leave
• Opportunities for promotion and career growth
• Professional development and learning opportunities
• Work from home initiative
• Performance-based incentives
• Supportive working environment

Why Join Us?

• Young & supportive working environment
• Career growth opportunities
• Exposure to fast-growing e-commerce operations
• Staff purchase discounts
• Performance incentives
• Friendly and collaborative team culture

Skills