E Commerce Customer Support

1 week ago

Kota Damansara, Malaysia Arche Digital Sdn Bhd Full time

In light of our business expansion, We are looking for a dedicated, detail-oriented, and customer centric individual to join our Customer Support team during the night shift. As a Night Shift Customer Support Representative, you will be responsible for providing exceptional support to our e-commerce customers by addressing inquiries, resolving issues, and ensuring a positive shopping experience. You will be an essential part of our team, ensuring that customers receive timely assistance even outside of regular business hours.

ACCOUNTABILITIES / KEY RESPONSIBILITIES What is the main job scope for this job?
- Handle customer inquiries via multiple channels related to orders, product details, returns, refunds, shipping, and account management.
- Investigate and resolve customer issues, including order discrepancies, refunds, product defects, and delivery issues, while maintaining a high standard of service.
- Stay up to date on product offerings, promotions, and company policies to effectively assist customers and provide accurate information.
- Assist customers with order processing, tracking, cancellations, and changes as needed.
- Identify and escalate complex issues to the appropriate department or senior team members when necessary.
- Gather and report customer feedback to help improve products, services, and the overall customer experience.
- Accurately log customer interactions and maintain detailed records of inquiries, complaints, and resolutions for future reference.
- Ensure that all interactions reflect the company’s values and commitment to providing an exceptional customer experience.
- 1 st month training must be in the office, normal shift 9 am until 6 pm.
- After done training, start night shift 9 pm until 6 am and fully work from home.

EDUCATION,EXPERIENCE&SKILLSREQUIREMENTS
- At least 1 year of experience in a customer support role, preferably in an ecommerce company
- Excellent written and verbal communication skills
- Strong problem-solving skills with the ability to think on your feet
- Ability to multitask and handle multiple inquiries simultaneously
- Familiarity with ecommerce platforms would be an advantage
- Ability to work independently and as part of a team
- Availability to work flexible hours including weekends and holidays

*

**Job Types**: Full-time, Permanent

Pay: RM2,500.00 - RM3,500.00 per month

**Benefits**:

- Additional leave
- Dental insurance
- Free parking
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
- Vision insurance
- Work from home

Schedule:

- Evening shift
- Monday to Friday
- Night shift
- Weekend jobs

Supplemental Pay:

- Attendance bonus
- Overtime pay
- Performance bonus
- Yearly bonus

Application Question(s):

- Have you worked as a Customer Support representative before, specifically providing support via live chat for platforms like Lazada or Shopee? If yes, please specify the number of years of experience.
- What is your current salary and expected salary?

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