KITSUI Health & Beauty Hiring! Full Time E-Commerce Customer Service Executive in Federal Territory - Ricebowl

We are looking for a friendly, responsive, and customer-focused E-Commerce Customer Experience Executive to join our team. You will be responsible for managing and responding to customer interactions across KITSUI's digital and e-commerce platforms, including Instagram, TikTok, Shopee and other online channels.

Your main responsibility is to ensure every customer receives a fast, helpful, professional and positive experience from answering enquiries and responding to comments and DMs, to handling feedback and resolving customer concerns. This role is primarily chat and digital-based and does not involve handling phone calls.

Key Responsibilities

Customer Communication & Support

• Respond promptly and professionally to customer enquiries through Instagram, TikTok, Shopee and other digital platforms.
• Manage customer DMs, live chats, comments and online enquiries.
• Provide accurate information regarding KITSUI products, promotions, orders, delivery and other customer-related enquiries.
• Assist customers throughout their online purchasing journey and provide appropriate guidance where required.
• Ensure customers receive clear, friendly and helpful responses at all times.

Customer Experience & Engagement

• Take ownership of customer conversations and ensure enquiries are followed through until properly addressed.
• Handle customer feedback, complaints and concerns professionally and with empathy.
• Identify customer needs and provide suitable solutions within company guidelines.
• Ensure customers feel heard, valued and satisfied after every interaction.
• Maintain a positive and professional tone when communicating with customers, even when handling difficult situations.
• Monitor customer sentiment and identify recurring concerns or issues.

E-Commerce Platform Support

• Monitor customer interactions across Shopee, TikTok, Instagram and other relevant e-commerce/social media platforms.
• Respond to product-related questions, order enquiries, promotional enquiries and general customer concerns.
• Coordinate with the E-Commerce, Marketing, Warehouse, Logistics and other relevant teams to resolve customer issues.
• Escalate complex cases or issues to the relevant department when necessary.
• Assist in monitoring customer reviews, ratings, comments and feedback across e-commerce platforms.

Customer Feedback & Reporting

• Record and track customer feedback, complaints and frequently asked questions.
• Highlight recurring customer issues and provide feedback to the relevant team for improvement.
• Maintain proper records of customer enquiries and cases where required.
• Prepare basic reports or summaries on customer enquiries, feedback and common issues.
• Support initiatives to improve customer satisfaction and overall online customer experience.

Requirements

• Diploma or Bachelor's Degree in Customer Service, Business Administration, E-Commerce, Marketing, Communications or a related field.
• Fresh graduates are encouraged to apply.
• Previous experience in customer service, e-commerce, social media, online chat support or retail will be an added advantage.
• Strong written communication skills with good English and Bahasa Malaysia.
• Able to communicate professionally and courteously through chat.
• Comfortable handling a high volume of DMs, comments and customer enquiries.
• Patient, empathetic and customer-oriented.
• Good problem-solving and follow-up skills.
• Familiarity with Instagram, TikTok, Shopee and other e-commerce/social media platforms is an advantage.