Job Description

At PurelyB, we are passionate about empowering healthier lifestyles through natural, ancestral remedies rooted in Malaysia’s rich rainforest heritage. We are looking for a Customer Service Representative to join our team and be the voice of PurelyB across multiple channels.

You will be responsible for delivering exceptional customer support via Freshworks (covering emails, WhatsApp, Instagram, Facebook, and webchat), while also managing customer inquiries across our e-commerce platforms (Shopify, Shopee, Lazada, TikTok Shop, etc.). This role requires someone who is empathetic, proactive, and solution-oriented, with a strong interest in health, wellness, and customer satisfaction.

As a key member of our team, you will not only handle day-to-day customer queries but also provide valuable insights to improve our customer experience journey.

Key Responsibilities

• Manage all customer interactions across Freshworks system (email, WhatsApp, Instagram, Facebook, and webchat) with professionalism, empathy, and efficiency.
• Handle customer inquiries, complaints, refunds, exchanges, and product/service-related questions promptly and accurately.
• Support customers across e-commerce platforms (Shopify, Shopee, Lazada, TikTok Shop), including order updates, shipping inquiries, product recommendations, and issue resolution.
• Track, log, and escalate issues or feedback to relevant departments (logistics, marketing, product, etc.) to ensure smooth resolution.
• Ensure customer interactions align with PurelyB’s brand voice — warm, supportive, and empowering.
• Collaborate with internal teams to provide insights on customer feedback and improve service processes.
• Monitor and follow up on order fulfillment issues, pre-orders, and delivery timelines.
• Assist in creating customer service SOPs and FAQs to streamline processes.
• Uphold high standards of customer experience by exceeding response time SLAs and ensuring high customer satisfaction ratings.

Job Requirements

Qualifications & Skills

• Proven experience in customer service, preferably within e-commerce, health, or wellness industries.
• Familiarity with Freshworks system (or similar CRM/customer support platforms).
• Hands-on experience with e-commerce platforms such as Shopify, Shopee, Lazada, and TikTok Shop.
• Strong communication skills in English (Bahasa Malaysia is a plus).
• Ability to multitask across platforms and prioritize effectively in a fast-paced environment.
• Tech-savvy and quick to adapt to new tools and systems.
• High emotional intelligence, patience, and empathy when dealing with customers.
• Problem-solving mindset with attention to detail.
• Strong organizational skills and ability to work independently while being a team player.

Preferred

• Prior experience with wellness, health, or consumer goods brands.
• Familiarity with logistics, order fulfillment processes, and after-sales support.
• Willingness to occasionally support events, product launches, and live campaign periods.

Skills