全职 E-commerce Assistant 工作, 薪水 up to MYR 2,500, HTM Group Perak 公司招聘中 - Ricebowl

Role Purpose

The E-Commerce Operations & Customer Service Assistant is responsible for delivering timely and professional customer support while ensuring the smooth daily fulfilment of online orders across Shopee, TikTok Shop, Lazada, Website and PG Mall. Customer service is a core responsibility of this role, together with order processing, returns, refunds, logistics coordination, stock support and e-commerce administration.

Key Responsibilities

Customer Service & Case Handling

· Monitor and respond promptly to customer enquiries via Douke, WhatsApp, phone calls and *************

· Provide accurate support on order status, delivery, products, promotions, stock availability, returns and refunds.

· Handle complaints professionally and escalate complex or urgent cases to the E-Commerce Manager when needed.

· Handle return confirmations, return-and-refund requests, platform disputes and customer cases; coordinate re-packing videos with Zack when evidence is required.

· Process website-order refunds according to the approved SOP.

· Check Website Notify Me requests and investigate repeated website order cancellations for potential payment, stock or customer-experience issues.

Daily Order & Fulfilment

· Check pending orders for Shopee, TikTok Shop, Lazada and Website daily; update the relevant group and notify the Operations Team of issues.

· Check PG Mall orders and arrange the required order-transfer flow.

· Check re-pack items and pending 8001 items daily.

· Process and check Biofizz and Maxwell orders at 9:00 AM and 12:15 PM daily.

· Check items staged at K*************L and arrange transfer back to the origin rack when required.

· Support outlet item requests, verify received items and arrange items required from 8001 for live-streaming activities.

Manifest, Logistics & Delivery

· Complete TikTok manifests by 2:30 PM daily and Shopee and Lazada manifests by 3:00 PM daily.

· Check logistics and courier pickup status daily; follow up on delayed, missing, damaged or unsuccessful deliveries.

· Create NinjaVan Singapore Website orders and manually create airwaybills when Website order errors occur.

· Check Instant Orders when items are not available at the guard house and coordinate the required action.

· Check driver and courier-hub schedules before Public Holidays to prevent delivery disruption.

Stock, FOC & Partner Brand Support

· Process adjustment-out for expired FOC items and adjustment-in for FOC items.

· Print FOC memos and coordinate FOC item preparation and handover with the Operations Team.

· Process Partner Brand Singapore adjustment-out after confirmation with the Operations Team.

· Prepare Biofizz and Maxwell / Partner Brand monthly orders in the 1st and 3rd week of each month.

· Prepare monthly UDO Oil 01200 orders and conduct monthly no-invoice order checks.

Packaging & Operations Coordination

· Check packaging-material stock and place orders every Friday, maintaining standard order quantities and adequate buffer stock.

· Support coordination between E-Commerce, Operations, Warehouse, outlets and courier partners to maintain a smooth e-commerce operational flow.

· Escalate urgent customer, order, stock, courier and system issues promptly.

Requirements

· SPM, Diploma or equivalent qualification in Business Administration, E-Commerce, Customer Service, Logistics, Retail Management or a related field.

· At least 1 year of relevant experience in customer service, e-commerce operations, order processing, retail support or warehouse coordination is preferred.

· Experience handling customer complaints, returns, refunds and difficult customer situations in a professional manner.

· Familiarity with Shopee, TikTok Shop, Lazada, website order systems and courier platforms is an advantage.

· Patient, customer-focused, detail-oriented and able to manage multiple urgent tasks and daily cut-off times.

· Good written and verbal communication skills in Bahasa Malaysia and English; Mandarin is an added advantage.

· Proficient in Microsoft Excel or Google Sheets and able to follow SOPs accurately.

Job Type: Full-time

Pay: RM1,700.00 - RM2,500.00 per month

Benefits:

• Free parking
• Opportunities for promotion
• Professional development

Work Location: In person