Job Description

Job Title: Customer Service Executive 
Department: Sales Support (Ecom) 

Job Summary: 

We are looking for a dedicated and customer-focused Customer Service Executive to manage online customer interactions across all e-commerce platforms in Malaysia and Singapore. Based in Malaysia, the ideal candidate will handle inquiries, process orders, resolve issues, and ensure a positive customer experience that drives brand loyalty and satisfaction. 

Key Responsibilities: 

• Handle customer inquiries via email, live chat, social media, and marketplaces (e.g. Shopee, Lazada, TikTok). 
• Manage order-related issues, including refunds, returns, and delivery tracking. 
• Providing service recovery by liaising with warehouse/logistic/ ecom team to resolve delivery issues or escalations. 
• Monitor and respond to customer reviews and ratings. 
• Coordinate with internal teams on stock availability, product updates, and promotions. 
• Maintain accurate records of customer interactions in CRM systems. 
• Proactively identify and escalate recurring issues or customer pain points. 
• Ensure service SLAs are met across all platforms. 
• Provide monthly report of service level and service recovery. 
• Any other ad hoc project/ administrative works as assigned by the management. 

Requirements: 

• Diploma or Degree in Business, Marketing, or related field. 
• Minimum 1–2 years of customer service experience, preferably in e-commerce or retail. 
• Familiarity with e-commerce platforms and seller tools (e.g. Shopee/ Lazada Seller Centre, Shopify, TikTok Shop). 
• Strong communication and interpersonal skills. 
• Able to multitask, stay organized, and manage time effectively. 
• Customer-first mindset with a positive attitude. 

Working Time: 

Workdays: Mon, Tues, Wed, Thurs and Sun 

Rest day: Fri and Sat 

Working time: 12pm to 9pm (including 1 hr break) 

Job Requirements

Requirements: 

• Diploma or Degree in Business, Marketing, or related field. 
• Minimum 1–2 years of customer service experience, preferably in e-commerce or retail. 
• Familiarity with e-commerce platforms and seller tools (e.g. Shopee/ Lazada Seller Centre, Shopify, TikTok Shop). 
• Strong communication and interpersonal skills. 
• Able to multitask, stay organized, and manage time effectively. 
• Customer-first mindset with a positive attitude. 

Working Time: 

Workdays: Mon, Tues, Wed, Thurs and Sun 

Rest day: Fri and Sat 

Working time: 12pm to 9pm (including 1 hr break) 

Skills