全职 Customer Service Representative ( E-commerce ) 工作, 薪水 up to MYR 5,500, TSING DIGITAL TECHNOLOGY SDN.BHD. Federal Territory 公司招聘中 - Ricebowl

Job Responsibilities

• Provide professional customer support through email, live chat, ticketing systems, and other non-voice communication channels.
• Handle pre-sales inquiries, order-related requests, after-sales support, and dispute resolution while ensuring excellent customer experience.
• Assist customers with inquiries related to products, orders, payments, returns, refunds, cross-border logistics, customs, shipping, and tariffs.
• Respond promptly and accurately to customer and merchant inquiries while maintaining established service level agreements (SLAs).
• Investigate customer concerns, identify root causes, and provide timely, practical, and customer-focused solutions.
• Escalate complex issues to the appropriate internal teams and ensure proper follow-up until resolution.
• Maintain accurate and detailed records of customer interactions, case updates, and resolutions within the CRM and ticketing systems.
• Deliver consistent, high-quality customer service while managing multiple conversations and cases simultaneously.
• Collaborate with cross-functional teams, including Operations, Logistics, and Technical Support, to resolve customer issues efficiently.
• Support global customers across different time zones by following standardized operating procedures and service quality standards.
• Continuously contribute to process improvements to enhance customer satisfaction and operational efficiency.

Requirements

• Diploma or Bachelor's Degree in any discipline is preferred.
• Minimum 1 year of experience in customer service within an e-commerce, marketplace, BPO, or contact centre environment.
• Experience providing support through email, live chat, or other non-voice channels is highly preferred.
• Strong written English communication skills with a minimum CEFR B2 level (C1 preferred).
• Excellent problem-solving skills with the ability to analyze issues and provide effective resolutions.
• Able to multitask and manage multiple customer conversations while maintaining accuracy and attention to detail.
• Proficient in Microsoft Office applications and CRM/ticketing platforms (e.g., Zendesk, Salesforce, Freshdesk, or similar systems).
• Typing speed of at least 50 words per minute with high accuracy (typing assessment required during the interview process).
• Detail-oriented, organized, and able to perform effectively in a fast-paced environment.
• Able to work rotational shifts, including night shifts, weekends, and public holidays.
• Experience supporting cross-border customers, international logistics, or global e-commerce operations will be an added advantage.
• Handle pre-sales inquiries, order-related requests, after-sales support, and dispute resolution while ensuring excellent customer experience.
• Assist customers with inquiries related to products, orders, payments, returns, refunds, cross-border logistics, customs, shipping, and tariffs.
• Respond promptly and accurately to customer and merchant inquiries while maintaining established service level agreements (SLAs).
• Investigate customer concerns, identify root causes, and provide timely, practical, and customer-focused solutions.
• Escalate complex issues to the appropriate internal teams and ensure proper follow-up until resolution.
• Maintain accurate and detailed records of customer interactions, case updates, and resolutions within the CRM and ticketing systems.
• Deliver consistent, high-quality customer service while managing multiple conversations and cases simultaneously.
• Collaborate with cross-functional teams, including Operations, Logistics, and Technical Support, to resolve customer issues efficiently.
• Support global customers across different time zones by following standardized operating procedures and service quality standards.
• Continuously contribute to process improvements to enhance customer satisfaction and operational efficiency.

Pay: RM3,800.00 - RM5,500.00 per month

Work Location: In person