Customer Service Executive (Ecommerce)
Ouji Seiyaku (M) Sdn Bhd Kuala Lumpur Full-time
Job Title: Customer Service Executive
Rest day: Fri and Sat
Rest day: Fri and Sat
Department: Sales Support (Ecom)
Job Summary:
We are looking for a dedicated and customer-focused Customer Service Executive to manage online customer interactions across all e-commerce platforms in Malaysia and Singapore. Based in Malaysia, the ideal candidate will handle inquiries, process orders, resolve issues, and ensure a positive customer experience that drives brand loyalty and satisfaction.
Key Responsibilities:
- Handle customer inquiries via email, live chat, social media, and marketplaces (e.g. Shopee, Lazada, TikTok).
- Manage order-related issues, including refunds, returns, and delivery tracking.
- Providing service recovery by liaising with warehouse/logistic/ ecom team to resolve delivery issues or escalations.
- Monitor and respond to customer reviews and ratings.
- Coordinate with internal teams on stock availability, product updates, and promotions.
- Maintain accurate records of customer interactions in CRM systems.
- Proactively identify and escalate recurring issues or customer pain points.
- Ensure service SLAs are met across all platforms.
- Provide monthly report of service level and service recovery.
- Any other ad hoc project/ administrative works as assigned by the management.
Requirements:
- Diploma or Degree in Business, Marketing, or related field.
- Minimum 1–2 years of customer service experience, preferably in e-commerce or retail.
- Familiarity with e-commerce platforms and seller tools (e.g. Shopee/ Lazada Seller Centre, Shopify, TikTok Shop).
- Strong communication and interpersonal skills.
- Able to multitask, stay organized, and manage time effectively.
- Customer-first mindset with a positive attitude.
Working Time:
Workdays: Mon, Tues, Wed, Thurs and SunRest day: Fri and Sat
Working time: 12pm to 9pm (including 1 hr break)
Requirements:
- Diploma or Degree in Business, Marketing, or related field.
- Minimum 1–2 years of customer service experience, preferably in e-commerce or retail.
- Familiarity with e-commerce platforms and seller tools (e.g. Shopee/ Lazada Seller Centre, Shopify, TikTok Shop).
- Strong communication and interpersonal skills.
- Able to multitask, stay organized, and manage time effectively.
- Customer-first mindset with a positive attitude.
Working Time:
Workdays: Mon, Tues, Wed, Thurs and SunRest day: Fri and Sat
Working time: 12pm to 9pm (including 1 hr break)
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