Transcosmos Malaysia Hiring! Full Time E-commerce Operations Specialist - AI Device Project in Federal Territory, Earn up to MYR 4,500 - Ricebowl

The Ecommerce Operation Specialist manages daily after-sales support and marketplace operational performance across platforms such as Amazon, Lazada, Shopee, TikTok Shop, and other e-commerce channels. This role is responsible not only for replying to customer enquiries, but also for monitoring marketplace health indicators such as store rating, product rating, response rate, return rate, refund trend, and after-sales performance.

Key Responsibilities

Handle daily customer enquiries, after-sales cases, returns, refunds, replacements, and order-related issues through marketplace platform messages.

Monitor and respond to Amazon, Lazada, Shopee, TikTok Shop, and other marketplace platform messages within the required SLA.

Track marketplace performance indicators such as store rating, product rating, response rate, cancellation rate, refund rate, return rate, and customer complaint trends.

Identify recurring customer issues and coordinate with internal teams such as operations, logistics, product, warehouse, and finance for resolution.

Escalate abnormal marketplace trends, high-risk complaints, negative reviews, and urgent cases to the relevant stakeholders.

Support marketplace dispute handling, claim submission, refund validation, and evidence preparation where required.

Maintain accurate case records, customer interaction history, refund/return logs, and marketplace performance reports.

Provide feedback on product issues, listing issues, delivery problems, and customer pain points to support continuous improvement.

Assist in preparing daily, weekly, or monthly reports on after-sales performance and marketplace health.

Requirements

Diploma or Bachelor's Degree in Business, E-Commerce, Marketing, Communications, or a related field.

At least 1 - 2 years of experience in , e-commerce operations, marketplace support, or after-sales support.

Experience with Amazon, Lazada, Shopee, TikTok Shop, or other online marketplaces is preferred.

Strong understanding of marketplace operations, including the impact of customer reviews, a customer-obsessed mindset, refund and return processes, platform service metrics, and the effective use of AI tools.

Strong written communication skills with attention to tone, accuracy, and professionalism.

Good analytical skills and comfortable working with operational data, Excel, and reporting.

Able to work independently, follow up on open cases, and coordinate with multiple internal teams.

• Excellent English proficiency (CEFR C1 or above) is mandatory particularly for supporting regional marketplace operations.

Pay: RM4,000.00 - RM4,500.00 per month

Benefits:

• Dental insurance
• Health insurance
• Maternity leave
• Vision insurance

Work Location: In person