Iconic Medicare Hiring! Full Time Customer Service - E-Commerce Executive in Pulau Pinang - Ricebowl

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!
  

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  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!