Job Description

This role supports both customer service and operational coordination to ensure smooth order fulfilment, accurate information flow, and positive customer experience across online and retail channels. The executive will liaise closely with internal teams, stores, warehouse, and logistics partners.

Key Responsibilities

Customer Service

• Handle customer enquiries across multiple channels (WhatsApp, email, Shopee, Lazada, TikTok, website, etc.)
• Provide accurate product information, order status updates, and resolution for complaints or issues
• Track, follow up, and close cases using Customer Service Tracker or system
• Liaise with warehouse, stores, and courier partners to resolve delivery, missing item, or damaged product issues
• Review and follow up on unresolved weekend CS cases
• Escalate complex or sensitive cases to relevant departments when needed
• Maintain professional, friendly communication aligned with company brand tone

Operations & Coordination

• Support day-to-day operational tasks related to order fulfilment, stock movement, and issue resolution
• Coordinate with warehouse, logistics partners, and store PICs for urgent orders or stock issues
• Assist in tracking inbound/outbound orders and basic inventory movement records
• Maintain accurate operational and customer-related records in internal systems
• Prepare simple daily or weekly reports related to customer issues, delivery status, or operations
• Highlight delays, recurring issues, or operational risks to supervisor for action

Process Improvement

• Assist in updating SOPs, FAQs, and internal guidelines related to customer service and operations
• Identify recurring customer or operational issues and suggest improvements

Job Requirements

• SPM / Diploma / Bachelor’s Degree in any field
• 1–2 years experience in customer service, operations, admin, retail, or e-commerce (Fresh graduates with relevant internship experience are welcome)
• Good written and spoken English & Bahasa Malaysia
• Organized, detail-oriented, and able to multitask
• Patient, responsible, and solution-focused
• Comfortable using systems such as Google Sheets, Excel, and e-commerce platforms (Shopee/Lazada CS portals is a plus)
• Able to communicate and coordinate with cross-functional teams

Skills