CUSTOMER SERVICE LEAD

Job Description
Job Overview

We are looking for a proactive and customer-focused Customer Service Lead to support our fast-growing e-commerce business.

If you enjoy helping customers, solving problems, improving customer experience, and working in a fast-paced online business environment, we’d love to hear from you.

You will work closely with our Operations, Warehouse, and Marketing teams to ensure customers enjoy a smooth and positive shopping experience across our online platforms.

Job Description :

1.Customer Service & Support

Respond to customer enquiries through Shopee, Lazada, TikTok Shop, Shopify, WhatsApp, and Email
Assist customers with order enquiries, refunds, replacements, delivery issues, and product-related concerns
Handle customer complaints professionally and provide suitable solutions
Follow up on escalated or unresolved customer issues
2.Marketplace & Operations Support

Support daily customer service and marketplace operations
Monitor customer feedback, ratings, and reviews to maintain positive store performance
Coordinate with Warehouse and Operations teams on order issues, reshipments, and stock checks
Support major sales campaigns and promotional periods when needed
3.Team Support & Improvement

Guide and support junior customer service team members
Help maintain customer service SOPs, FAQs, and product knowledge materials
Identify recurring customer issues and suggest improvements to customer experience and operations
Prepare simple reports on customer feedback and service performance
Job Requirements
1–3 years of experience in customer service or e-commerce operations
Experience in Shopee, Lazada, TikTok Shop, Shopify, or other online platforms is preferred
Good communication and problem-solving skills
Responsible, organised, and customer-oriented
Able to work in a fast-paced environment
Basic knowledge of Excel or Google Sheets is an advantage
Leadership or senior customer service experience is a plus
Familiarity and comfort working with WMS/ERP and courier portals.
Languages: English, and Bahasa Malaysia (required); Mandarin a plus.
Education: SPM/STPM minimum; Diploma/Degree preferred.
Benefits

Additional leave
Opportunities for promotion and career growth
Professional development and learning opportunities
Work from home initiative
Performance-based incentives
Supportive working environment


Why Join Us?

Young & supportive working environment
Career growth opportunities
Exposure to fast-growing e-commerce operations
Staff purchase discounts
Performance incentives
Friendly and collaborative team culture