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Customer Service Executive
Job details
RM 4,000 - RM 5,000 a month
Permanent
Damansara
Full job description
Job Description
To manage customer service operations for Malaysia and Singapore, ensuring timely and effective resolution of customer enquiries, complaints and marketplace issues while maintaining a positive customer experience.
Job Responsibilities
Customer Service
- Manage customer enquiries and complaints through email, marketplace platforms, website and social media.
- Handle escalated cases and follow up until resolution.
- Ensure timely and professional responses in line with agreed SLA.
Marketplace & eCommerce
- Support customer service operations across Shopee, Lazada, TikTok Shop and Bata website.
- Handle and follow up on order, delivery, cancellation, return and refund issues.
- Coordinate with eCommerce and relevant teams to resolve marketplace-related issues.
Team Coordination
- Supervise and support the CS team in daily operations.
- Monitor workload, response time and case closure.
- Provide guidance and support to team members when required.
Reporting & Performance
- Monitor customer service performance, including NPS, response time and case closure.
- Prepare weekly reports and highlight key issues or trends.
Cross-Functional Support
- Work closely with eCommerce, Marketing, Finance, Operations, IT and Global teams.
- Coordinate on system issues, process improvements and customer-related matters.
- Support new initiatives, system implementation and process improvements.
Marketing Operational Support
- Prepare POs and provide operational support for projects, campaigns and events assigned by the HOD.
- Support translation and communication with local and global stakeholders when required.
- Arrange courier services, including creating AWB and tracking deliveries.
Key Skills & Job Requirements
- Experience in customer service, eCommerce or retail operations.
- Good communication and problem-solving skills.
- Strong coordination and follow-up skills.
- Able to work independently and manage multiple tasks.
- Proficient in Microsoft Office, particularly Excel. Experience with ticketing/CRM systems and ordering & inventory systems.
- Customer-focused and team-oriented.
Pay: RM4,000.00 - RM5,000.00 per month
Benefits:
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Work Location: In person
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