Customer Service Specialist

You will play a key role in handling customer interactions across multiple digital platforms, ensuring exceptional customer service and brand engagement.

1. Social Media Customer Engagement

• Respond promptly to direct messages, comments, and inquiries on TikTok, Instagram, Facebook, and other social media platforms.
• Build strong customer relationships by engaging with followers and fostering brand trust.
• Address customer complaints and concerns professionally, escalating complex issues when necessary.

1. E-Commerce & Marketplace Support

• Manage and respond to customer interactions (messages, comments, and reviews) on Shopee, Lazada, TikTok Shop, and TikTok Live.
• Assist customers with order tracking, refunds, exchanges, product inquiries, and issue resolutions.
• Work to maintain high seller ratings and positive customer feedback by ensuring a seamless buying experience.

1. Customer Relationship Management & Reporting

• Track and analyze customer feedback, complaints, and frequently asked questions (FAQs) to improve service strategies.
• Work closely with marketing, operations, and logistics teams to ensure quick resolution of customer concerns.
• Monitor and improve response time metrics, ensuring high customer satisfaction and engagement levels.
• 1-3 years of experience in customer service, social media management, or e-commerce support.
• Experience in the FMCG, skincare, or healthcare industry is highly preferred (familiarity with brands like Skintific, Hebe Beauty, or similar is a plus!).
• Fluent in Malay & English (spoken & written) with excellent communication and interpersonal skills.
• Strong problem-solving skills with the ability to handle customer concerns professionally and efficiently.
• Experience handling customer inquiries on social media (TikTok, Instagram, Facebook) and e-commerce platforms (Shopee, Lazada, TikTok Shop).
• Ability to multitask and thrive in a fast-paced environment while maintaining high service standards.