Key Responsibilities:
• Respond to and resolve customer enquiries across all EC channels within service standards.
• Ensure CS performance scores meet or exceed each platform’s standard requirements (e.g. Shopee, Lazada CS rating benchmarks).
• Handle day-to-day home delivery order queries, liaising between the warehouse, logistic and customers.
• Provide suggestions for CS process and service improvement based on day-to-day handling experience.
• Maintain and update the CS CMS backend accurately.
• Provide front-line support on Store Pick Up services – related order issues, escalating where needed.
• Assist with WMS-related tasks to help keep customer order flow smooth and accurate.
• Track order fulfilment and delivery status, flagging delays or issues promptly.
• Help manage stock of EC supplies (e.g. packaging, consumables) used in order fulfilment.
Requirements:
• Diploma in Business // Mass Comm. // Retail Management // Admin with 1–2 years of experience in customer service; E-commerce or retail experience is a plus.
• Comfortable using online tools and basic systems (e.g. order management platforms, spreadsheets).
• Good communication skills, patient and customer-focused.
• Detail-oriented and able to follow processes accurately.
• Able to work well with a team and coordinate across departments (warehouse, logistics).
• Willing to learn marketplace platforms (Shopee, Lazada) and WMS basics on the job.
• Good spoken/written English + Bahasa Malaysia; Mandarin a plus for wider customer coverage.
• Available for shift/weekend coverage if EC order volume spikes (campaigns, etc.).
