Customer Service Executive (Ecommerce)

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)