Job Description

Responsibilities:

- Respond promptly to the inquiries from users on e - commerce platforms in Malaysia through channels such as platform chat tools (e.g., Shopee Chat, Lazada Message Center), emails, and phone calls. The inquiries cover product information (specifications, materials, prices, inventory, etc.), order status (placing orders, shipping, logistics tracking, returns and exchanges, etc.), and after - sales services (handling after - sales issues, resolving complaints, etc.). Ensure a response within the specified time limit (e.g., within 3 minutes) to improve user satisfaction.

- Accurately record the content of user inquiries, their needs, and the status of problem - solving. Organize this information into customer service logs and regularly report it to the customer service supervisor, providing data support for optimizing service processes and product information.

- Assist in handling users' return and exchange applications. Check the reasons for returns and exchanges and the status of the products. Communicate with users in accordance with the company's return and exchange policy, and coordinate with the warehousing and logistics departments to complete the return and exchange process to ensure the protection of users' rights and interests.

- Proactively recommend products that meet users' needs to guide them to place orders, increase the store's conversion rate and average order value. At the same time, collect users' opinions and suggestions on products and services and promptly report them to the operation team.

- Be familiar with the operation rules of the company's e - commerce platforms and promotional activities (such as full - reduction, discounts, and coupon usage during major promotion periods). Clearly explain the activity rules to users and answer their questions about the activities to help the smooth implementation of the activities.

- Cooperate with the customer service supervisor to complete daily work arrangements, such as participating in customer service training, organizing the customer service knowledge base, and assisting newly - recruited customer service staff to get familiar with the business, and maintain a good working atmosphere within the team.

Job Requirements:

- Identity Requirements: Malaysians with a legal residence status in Malaysia. Be proficient in communicating in Malay, Chinese (Mandarin/Cantonese), and have a certain ability to communicate in English (able to handle simple English inquiries and order information).

- Education and Experience: High school diploma or above. Those with 1 year or more of customer service experience on e - commerce platforms (such as Shopee, Lazada, Taobao Global, etc.) are preferred. For those without experience, they should have strong learning ability and service awareness and be willing to receive systematic pre - job training.

- Skill Requirements:

- Be familiar with the operation processes of e - commerce platforms and customer service work regulations, and be able to quickly and accurately handle tasks such as user inquiries, order follow - up, and after - sales issues.

- Have good communication and expression skills as well as problem - solving abilities. Be able to patiently listen to users' needs, clearly answer their questions, and effectively resolve users' dissatisfaction.

- Be proficient in using office software (such as Word, Excel) and customer service communication tools.

- Quality Requirements:

- Have a serious and responsible work attitude, strong sense of responsibility and stress - resistance ability, and be able to adapt to shift work (including working on weekends and holidays).

- Have a good sense of customer service and team spirit, be good at communicating and collaborating with colleagues, and jointly achieve the team's work goals.

- Have a certain interest in and understanding of the e - commerce industry, and be willing to continuously learn e - commerce - related knowledge and skills to improve personal business capabilities.

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