Job Description

To manage and ensure excellent customer service support across

TikTok Shop

and

Shopee

platforms. This role focuses on providing a seamless shopping experience through prompt communication, efficient problem-solving, and professional handling of customer inquiries, feedback, and issues.

Key Responsibilities

Customer Support & Engagement

Respond promptly to customer inquiries via

Shopee Chat, TikTok Shop Chat

, and other communication channels. Handle order status updates, product inquiries, return/exchange requests, and after-sales support. Ensure all customer interactions reflect the brand's tone and service standards. Manage feedback, complaints, and reviews professionally to maintain high store ratings.

Order Management & Coordination

Monitor and coordinate with the

warehouse and logistics team

for order fulfillment and delivery issues. Follow up on pending orders, cancellations, refunds, and replacements. Ensure timely updates and accurate information are shared with customers.

Platform & Performance Management

Maintain strong knowledge of

Shopee and TikTok Shop seller center functions

. Track customer service metrics (chat response rate, resolution time, satisfaction scores). Work closely with the

E-Commerce and Operations teams

to ensure efficient processes.

Process Improvement

Identify recurring customer issues and suggest solutions or preventive measures. Support promotional campaigns (e.g., vouchers, flash sales, or livestream sessions) by ensuring smooth customer communication.

Qualifications & Requirements

Minimum

Diploma or Degree

in Business, Communications, Marketing, or related field. At least

1-3 years of experience

in

Customer Service for E-Commerce

(preferably Shopee / TikTok Shop). Strong communication and problem-solving skills. Familiar with platform back-end tools and seller center systems. Able to multitask and handle customer requests efficiently. Positive attitude, proactive, and able to work in a fast-paced environment.

Fluent in Bahasa Malaysia and English

(Mandarin is an added advantage).
Job Types: Full-time, Permanent

Pay: RM2,500.00 - RM4,500.00 per month

Benefits:

Additional leave Cell phone reimbursement Maternity leave Meal provided Opportunities for promotion Parental leave Professional development
Application Question(s):

What is your Expected Salary? What is your Current Salary? How long is your Notice Period?
Work Location: In person