Kumpulan Voir Hiring! Full Time E-commerce Executive in Selangor - Ricebowl

Job Summary

We are looking for a proactive, detail-oriented and customer-focused E-commerce Executive to support our online business operations across multiple e-commerce platforms. The ideal candidate should preferably have at least 1 year of experience in e-commerce. This role will be responsible for supporting daily e-commerce operations, ensuring excellent customer service, maintaining store performance, and coordinating with internal teams and external partners to deliver a seamless online shopping experience.

Key Responsibilities

E-commerce Operations

• Support the day-to-day operations of e-commerce platforms (e.g. Shopee, TikTok Shop etc).
• Create, update and maintain product listings, including product information, pricing, images, product attributes and stock availability.
• Ensure product listings are accurate, complete and up to date across all platforms.
• Coordinate product launches, promotions and campaign activities with internal teams and external service providers.
•  Perform regular checks to ensure pricing, promotions, vouchers and product information are accurate.
• Monitor stock availability and coordinate with the inventory and warehouse teams to minimise out-of-stock situations.
• Liaise with platform account managers and third-party e-commerce service providers on operational matters.

Customer Service & Store Performance

•  Respond promptly and professionally to customer enquiries across all e-commerce platforms.
• Handle customer complaints, returns, refunds and exchange requests in accordance with company policies.
• Follow up with warehouse and logistics partners to resolve delivery-related issues.
• Ensure customer issues are resolved within the required service level and escalate complex cases when necessary.
• Monitor and maintain excellent store performance, including Chat Response Rate, Response Time, Customer Satisfaction, Store Rating and Seller Performance metrics.* Proactively improve customer experience to achieve high store ratings and positive customer reviews.
• Monitor customer feedback and identify recurring issues, recommending improvements to enhance the overall shopping experience.

Order & Operational Support

• Monitor daily order processing to ensure timely fulfilment.
• Coordinate with warehouse and logistics teams to resolve order fulfilment issues.
• Assist in resolving order discrepancies, inventory issues and system-related matters.
• Support testing and implementation of new platform features or operational processes when required.

Reporting & Administration

• Prepare weekly and monthly sales, operational and customer service reports.
• Track campaign performance and compile sales and operational data.
• Maintain organised records of product information, promotional activities and operational documents.
• Perform other ad hoc duties assigned by the Manager.

Brand Protection

• Handle platform appeals related to trademarks, intellectual property (IP), authenticity claims, and counterfeit complaints when required.

Requirements

• Diploma or Bachelor's Degree in Business, Marketing, E-commerce or a related field.
• At least 1 year of working experience in e-commerce, marketplace operations or customer service is preferred.
• Fresh graduates with strong interest in e-commerce and relevant internship experience are encouraged to apply.
• Good communication skills in English and Bahasa Malaysia. Mandarin is an added advantage.
• Proficient in Microsoft Excel and Microsoft Office.
• Strong organisational skills with good attention to detail.
• Customer-oriented with excellent problem-solving and communication skills.
• Able to work independently and collaboratively in a fast-paced environment.

Preferred Skills

• Familiarity with Shopee, Lazada, and TikTok Shop.
• Understanding of marketplace seller performance metrics and customer service KPIs.
• Good coordination and stakeholder management skills.
• Ability to multitask and prioritise work effectively.

Career Progression

• This role provides opportunities to grow into Senior E-commerce Executive, Marketplace Specialist or E-commerce Assistant Manager based on performance and capability.

Perks & Benefits

• Central location
• Casual dress code
• Medical insurance
• Personal leave
• Personal development opportunities
• Dental insurance
• Angpow
• Staff Purchase