About the role

This role involves taking care of customers across multiple channels and supporting e-commerce operations. You will reply to customer enquiries via WhatsApp, e-commerce platforms, social media, and email, while maintaining healthy customer service response-time KPIs. You will handle customer questions, complaints, and concerns professionally, understand customer needs, and recommend suitable products and solutions. You will also assist with order enquiries, delivery tracking, replacements, refunds, and gift redemptions, and follow up to ensure issues are properly resolved. Additionally, you will assist in managing online stores and e-commerce platforms, help with stock and inventory updates, submit flash sales and promotional activities, and assist with packing and order fulfilment when needed. You will share important customer feedback and recurring issues with the management team, identify common customer questions and complaints to help improve operations, and maintain proper records and prepare simple reports when required.

Key responsibilities

Reply to customer enquiries via WhatsApp, e-commerce platforms, social media, and email
Maintain healthy customer service response-time KPIs across all platforms
Handle customer questions, complaints, and concerns professionally and patiently
Understand each customer's needs and confidently recommend the most suitable products and solutions
Assist with order enquiries, delivery tracking, replacements, refunds, and gift redemptions
Follow up to make sure customer issues are properly resolved
Assist in managing online stores and e-commerce platforms
Help with stock and inventory updates
Submit flash sales, campaigns set up and promotional activities
Assist with packing and order fulfilment when needed

About you

Friendly, patient, and enjoys helping people
Good at communication and writing
Able to communicate in English, Bahasa Malaysia and Mandarin-speaking candidates who will be serving Mandarin-speaking customers
Responsible, detail-oriented, and good at following up
Able to multitask and work independently
Comfortable using Microsoft Excel, Word and PowerPoint
Interested in online shopping and e-commerce
Experience in customer service (preferred)
Experience with Shopee, Lazada, TikTok Shop, or other e-commerce platforms (preferred)
Experience handling WhatsApp or online customer enquiries (preferred)

Benefits

Fun and friendly working environment
Opportunity to learn and grow in the e-commerce industry
Exposure to fast-moving online brands and exciting campaigns
Learn more than just customer service — gain hands-on e-commerce experience

Fresh graduates are welcome to apply too!
Bonus Points If You Have

Experience in customer service

Experience with Shopee, Lazada, TikTok Shop, or other e-commerce platforms

Experience handling WhatsApp or online customer enquiries

Fresh graduates are welcome to apply too!

Why Join Us?

Fun and friendly working environment

Opportunity to learn and grow in the e-commerce industry

Exposure to fast-moving online brands and exciting campaigns

Learn more than just customer service — gain hands-on e-commerce experience!

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