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.

Pay: RM2,800.00 - RM4,000.00 per month

Benefits:

Additional leave
Cell phone reimbursement
Health insurance
Maternity leave
Opportunities for promotion
Parental leave
Professional development

Application Question(s):

What is your Expected Salary?
How long is your Notice Period?

Work Location: In person

1 E Commerce Jobs in Bangsar South - October 2026 - High Salaries

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E-Commerce Customer Service Executive