Pengtai ECommerce SEA Hiring! Full Time Customer Service Executive (E-commerce) in Federal Territory - Ricebowl

We’re Hiring: Customer Service Executive (E-commerce)

Location: Kuala Lumpur

Work Arrangement: Hybrid

Schedule: Shift-based, including weekends when required

We are looking for a proactive and detail-oriented Customer Service Executive to support the daily operations of our e-commerce marketplace accounts.

This role plays an important part in ensuring an excellent customer experience, maintaining strong marketplace account health, and supporting overall platform performance across Shopee, Lazada, and TikTok Shop.

Customer Service Operations

• Manage and respond to customer inquiries across Shopee, Lazada, and TikTok Shop.
• Ensure timely, professional, and customer-focused communication.
• Handle customer chats, reviews, and broadcasts when required.
• Resolve customer issues effectively while maintaining high customer satisfaction levels.
• Support order processing and coordinate closely with internal teams on order-related matters.
• Ensure customer inquiries are followed up and resolved within the required response time.

Marketplace Account Monitoring

• Monitor and maintain account health metrics across marketplace platforms.
• Ensure response rate, response time, and overall service performance meet platform standards and internal KPIs.
• Identify, flag, and escalate issues that may impact customer experience or account performance.
• Monitor pending customer inquiries and ensure no messages are left unattended.
• Provide additional support during major campaign periods and peak sales periods.

Campaign & Shift Support

• Be comfortable working on weekends and on a shift-based schedule according to business and operational requirements.
• Provide additional coverage during major campaign periods such as 9.9, 10.10, 11.11, and 12.12.
• Working hours may vary during campaign periods depending on operational needs.
• Support other e-commerce operational tasks when required.

• Minimum Diploma or Bachelor’s Degree in any relevant field.
• Prior experience in customer service, preferably within an e-commerce or marketplace environment.
• Familiarity with Shopee, Lazada, or TikTok Shop is an added advantage.
• Strong written and verbal communication skills.
• Ability to multitask and thrive in a fast-paced environment.
• Detail-oriented with a strong sense of responsibility and ownership.
• Able to work independently and manage tasks with minimal supervision.
• Proactive in identifying issues and following through until resolution.
• Comfortable working weekends and on a shift basis when required.
• Willing to support adjusted working hours during major campaign periods.

We’re looking for someone who takes ownership, works with attention to detail, and understands that customer service is not only about replying to messages, but also about maintaining response time, service quality, customer satisfaction, and marketplace account performance.

If you’re passionate about e-commerce and customer experience, we’d love to hear from you!

Apply now and join our team!