Customer Service Assistant (Mandarin Speaker)

Requirements
-Candidates with SPM, Diploma, or a Bachelor's degree in Business, Communications, eCommerce, or a related field are preferred.
-1-2 years of experience in customer service, preferably in eCommerce or online retail.
-Familiarity with major eCommerce platforms (e.g., Shopee, Lazada, Tiktok & Facebook).
-Basic understanding of system integration (ERP/OMS/CRM) is preferred.
-Excellent written and verbal communication skills in English, Mandarin, and Malay.
-Strong problem-solving abilities and attention to detail.
-Able to work flexible hours, including weekends and holidays as part of a rotating shift schedule.
-Team-oriented with a passion for delivering outstanding customer experiences.

Responsibilities

Customer Support
-Respond to customer inquiries via facebook inquiries, and market place in a professional and timely manner (including weekends and holidays as part of a rotating shift schedule).
-Provide accurate information regarding sales, products, orders, payments, returns, and shipping.
-Resolve customer complaints or issues efficiently while maintaining a positive customer experience.
-Log and track customer issues, feedback, and recurring concerns for process improvement.
-Maintain service standards in line with company KPIs and SLAs.

eCommerce Operations Support
-Monitor and manage orders across various eCommerce platforms such as Shopee, Lazada, Tiktok, Facebook.
-Ensure accurate order processing, fulfillment, and post-sales support.
-Assist in maintaining product listings, pricing, inventory synchronization, and promotional campaigns.
-Support the coordination between the customer service team and warehouse, logistics, and inventory teams.

Platform & System Integration
-Assist with the integration of new eCommerce platforms, tools, or software (e.g., ERP, CRM, siteqiant)
-Identify and escalate technical or data issues related to platform integration.
-Coordinate with IT or tech vendors to ensure smooth communication between systems.
-Help document standard operating procedures (SOPs) and troubleshoot integration-related concerns.