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.).
