Job Description

Want to turn everyday customer chats into moments that leave a good impression? Join our close-knit marketing team working with us at MCM NOVA MARKETING SDN. BHD. We help brands sell online and keep customers coming back by answering questions clearly and kindly across social and e-commerce channels.

As an Online Customer Service team member you keep things running smoothly by handling first-line questions, tracking orders, and handing over tougher issues to teammates. This role is the backbone of our customer experience, so your calm, helpful replies directly shape how people see our brand.

Your Growth & Impact

• Build practical customer support experience by handling live chat, email, and social messaging across real campaigns and shops.
• Expand your digital skillset with hands-on use of CRM tools and order systems used by regional e-commerce teams.
• Grow your communication network by collaborating with sales, logistics, and marketing teams on problem resolution.
• Develop leadership-ready habits by owning small process improvements and helping peers with knowledge base updates.
• Sharpen your career options for roles in customer success, e-commerce operations, or social commerce support.

Job Requirements

Responsibilities

Customer Interaction

• Answer customer questions via live chat, email, WhatsApp, and social inboxes within agreed response times.
• Handle product enquiries, payments, returns, and basic troubleshooting with clear and friendly language.
• Escalate technical or policy issues to the right team and follow up until the customer is satisfied.

Order & Account Management

• Process and track orders, update customer accounts, and coordinate refunds or exchanges accurately.
• Work with logistics and sales to resolve shipping exceptions and correct order details.
• Record case notes and outcomes in the order system for visibility and audit trails.

Team & Process Support

• Maintain and suggest improvements to templates, FAQs, and the knowledge base to improve response speed.
• Log metrics and customer feedback for weekly team reviews and quality checks.
• Participate in training, share insights with teammates, and help maintain a positive team culture.

Requirements

Qualifications & Experience

• SPM, diploma, or equivalent education; fresh graduates are encouraged to apply.
• 0 years of formal experience required; any prior customer-facing or part-time retail work is a plus.
• Flexible to work shifts and occasional weekends if rostered.

Hard Skills & Knowledge

• Strong written and spoken English and Bahasa Malaysia for clear customer communication.
• Familiarity with live chat, WhatsApp Business, or social media messaging for commerce settings.
• Basic experience with CRM or ticketing systems such as Zendesk, Freshdesk, or built-in e-commerce CRMs.
• Comfortable using Google Workspace or Microsoft Office for logs, simple reports, and documentation.

Soft Skills & Qualities

• Patient and empathetic communicator who stays calm when customers are upset or confused.
• Organised, detail oriented, and able to manage multiple conversations at once.
• Quick learner who adapts to new tools and follows established processes carefully.
• Positive team player who shares knowledge and accepts feedback to improve service quality.

Skills