Job Description

Job Purpose:

To deliver excellent customer service by managing customer inquiries, return and refund requests, and all order-related issues in a professional and timely manner. This role ensures smooth communication between customers, internal teams, and logistics partners to maintain customer satisfaction and strengthen the brand’s reputation. 

Key Responsibilities:

1. Customer Communication

● Respond promptly and professionally to all customer inquiries via email, chat, and ecommerce platforms (Shopee, TikTok, Lazada, etc.). 

● Provide accurate information regarding products, orders, promotions, and delivery updates. 

● Maintain a courteous and empathetic tone in all communication. 

2. Return, Exchange & Refund Handling 

● Process and follow up on return, exchange, and refund requests in accordance with company policies. 

● Verify order details, item condition, and payment information before approval. 

● Coordinate with fulfillment and finance teams to ensure timely completion and resolution. 

● Keep customers informed throughout the process.

3. Complaint Resolution

● Handle complaints and service recovery cases professionally and calmly. 

● Investigate and resolve issues effectively to ensure a positive customer experience. 

● Escalate complex or sensitive cases to the manager for review when necessary. 

4. Order & System Coordination 

● Monitor and track order statuses across ecommerce platforms. 

● Work closely with warehouse, logistics, and marketing teams to resolve order discrepancies or delays. 

● Update and maintain accurate customer service records.

5. Service Quality & Reporting 

● Ensure all responses meet company KPIs (response time and resolution time). 

● Record and summarize customer feedback for reporting and service improvement. 

● Support the creation of FAQ templates, auto-reply messages, and SOPs for better efficiency.

Job Requirements

Requirements:

● Diploma or Degree in Business, Communications, or related fields. 

● At least 1 year of customer service experience, preferably in ecommerce or retail. 

● Excellent written and spoken communication in English and Bahasa Malaysia (Mandarin is an added advantage). 

● Strong attention to detail, problem-solving ability, and a customer-first attitude. 

● Familiar with ecommerce systems (Shopee, TikTok, Lazada, SiteGiant, etc.). 

● Able to work independently and handle multiple tasks in a fast-paced environment. 

Working Hours:

● Shift-based schedule  

● Willingness and ability to work on weekends or public holidays during campaign or peak periods (e.g. 10.10, 11.11, 12.12).

Skills