Responsibilities
-Lead and supervise the customer service team, including WFH staff
-Monitor response time, service quality, and customer satisfaction
-Handle escalated customer issues and ensure timely resolution
-Review workflows and improve SOPs
-Train and guide team members to maintain service standards
-Coordinate with logistics, sales, and warehouse teams
-Prepare reports on customer feedback, complaints, and service performance
-Identify opportunities to improve customer experience and retention

Work Arrangement
-Hybrid work arrangement
-Initial 1–2 weeks training required at office
-WFH is allowed, subject to performance and operational needs
-Occasional office attendance required for meetings or training

Requirements
-Diploma/Degree in Business, Marketing, Communication, or related field.
-Minimum 3 years of experience in customer service, preferably in e-commerce, retail, or online business.
-Leadership experience in guiding a small team or remote staff is an advantage.
-Strong problem-solving and communication skills.
-Able to create and implement effective SOPs to improve workflow and efficiency.
-Fluent in English and Bahasa Malaysia (Mandarin is a plus).
-Positive attitude, strong responsibility, and able to work under minimal supervision.