Job Description

Want to make online shopping feel simple and human? Join our fast-moving e-commerce team, working with us at Oasis Swiss Sdn Bhd, where we bring quality products to Malaysian homes and care about every customer moment.

In this role you keep things running smoothly across orders, returns and day-to-day customer touchpoints. You will be the reliable point of contact that helps our operations meet customer expectations and keeps our team coordinated.

Your Growth & Impact

• Develop stronger customer handling skills by resolving varied queries across chat and busy e-commerce setting.
• Build reporting and simple analytics experience to track trends and improve response times.
• Grow your network by working closely with operation and product teams on customer feedback and quality improvements.

Job Requirements

Responsibilities

Customer Support Operations

• Respond to customer inquiries via live chat within service level targets, keeping tone friendly and clear.
• Maintain and update customer records in the CRM to ensure accurate order history and issue tracking.

Quality & Improvement

• Log common issues and suggest process or FAQ updates to reduce repeat inquiries and improve first contact resolution.
• Produce short daily and weekly summaries on ticket volume, top issues and resolution rates for the operations lead.
• Help maintain the knowledge base and simple SOPs so new team members can ramp faster.

Requirements

Qualifications & Experience

• Minimum 2 years of customer service experience with Shopee, lazada and Tiktok, ideally within e-commerce or retail support roles.
• Certificate, diploma or equivalent in any discipline is acceptable, with preference for candidates who have worked in online retail environments.
• Comfortable working Afternoon Shift from 3pm to 11:30pm including weekend and Public Holidays and handling peak periods such as sales campaigns. 

Soft Skills & Qualities

• Clear verbal and written communication in English and Malay, with patient and empathetic customer handling.
• Strong problem solving and time management to prioritise tickets and follow up actions reliably.
• Team-oriented attitude with a willingness to suggest process improvements and learn from feedback.

Skills