E-commerce Operators Wfh

**E-Commerce Operators Representative (WFH)**

**Position: E-Commerce Operators Representative**

**Company**: RIWEI MARKETING

**Business Code**: TR0220242-D

**Location**: Work From Home

**Salary**: MYR 1900

**Type**: Full-Time

**Contact**: Amirah (012-825-1624)

**Company Overview**

**“Comfort is not a luxury.”** RIWEI MARKETING is a local lifestyle business providing stylish, comfortable, and affordable products, starting with footwear. As we continue to grow, we are looking for team members who are customer-oriented, organized, and detail-driven. If you have a passion for delivering exceptional customer service and creating positive brand experiences, we would love to have you on our team

**Job Overview**

This role supports all aspects of e-commerce operations, especially in customer service, content management, order and return handling, logistics communication, and marketing campaign execution. You will be the bridge between customers, marketing, logistics, and digital platforms to maintain operational excellence and customer satisfaction.

**Key Responsibilities**

**Product Listing & Content Management**
- **Create, maintain, and optimize product listings** across platforms (Shopee, Lazada, TikTok Shop, Instagram Shop, etc.).
- Ensure **product information** (titles, descriptions, specs, prices) **is accurate and SEO-friendly**.
- Coordinate with content/design teams to **ensure product visuals and promotional materials are up to date.**:

- **Monitor and update stock** levels and pricing in real-time.

**Customer Service & Communication**
- **Provide clear, helpful responses** regarding products, services, pricing, order status, returns, and promotions.
- Handle customer complaints, warranty claims, refunds, and exchanges efficiently.
- Maintain **detailed records** of customer interactions and resolutions.
- Ensure every **customer experience reflects the RIWEI brand’s friendliness and professionalism**.

**Order Fulfillment & Logistics Coordination**
- Process and track customer orders, returns, and replacements.
- Liaise with logistics, warehouse, and sales teams to ensure smooth dispatch and delivery.
- Address delivery issues (late shipments, wrong items, damages) and ensure timely resolution.
- Keep customers informed of their order status and resolve any related issues quickly.

**Marketing & Campaign Support**
- Assist the marketing team with campaign execution across all e-commerce platforms.
- Upload campaign assets, schedule promotions, and help manage flash sales or live events.
- Coordinate with influencers and support User-Generated Content (UGC) and review campaigns.
- Help monitor campaign KPIs such as traffic, sales, and engagement.

**Review & Feedback Management**
- Monitor and respond to customer reviews on all platforms professionally.
- Collect and analyze feedback to identify product issues, service gaps, or improvement opportunities.
- Report recurring customer issues and suggestions to internal teams.

**Performance Tracking & Reporting**
- Track KPIs such as customer satisfaction score (CSAT), response time, resolution rate, product review scores, and sales conversion.
- Prepare weekly/monthly reports for internal analysis and strategic planning.
- Suggest improvements for processes and workflows based on customer data and service analytics.

**Administrative & Platform Support**
- Maintain accurate customer records and documentation.
- Support data entry, reports, and presentation creation using Microsoft 365, Google Docs/Sheets, and WPS Office.
- Assist with backend tasks across platforms (order tracking, inventory sync, voucher settings, etc.).
- Support other team members with administrative tasks as needed.

**Requirements**:

- **Proven experience** in customer service, e-commerce support, or related fields.
- Strong Internet and well working PC/laptop
- **Strong communication skills** (verbal and written) in **Chinese, Bahasa Melayu, and English**.
- Proficiency in **Microsoft Office (Excel, Word, PowerPoint), Google Suite, CRM software, and customer chat platforms**.
- Experience using **Shopee, Lazada, TikTok Shop, Instagram Shop, Meta Business, Google Business** is a plus.
- Ability to **multitask, problem-solve, and work efficiently** under pressure.
- Strong **attention to detail and organizational skills**.
- Self-motivated, proactive, and **able to work independently**.

**Benefits**
- **Competitive salary** based on experience.
- **Work-from-home** flexibility.
- **Career growth opportunities** within RIWEI.
- **Employee discounts and perks**.
- Training and professional development support.

**Profil Syarikat**

**“Keselesaan bukan satu kemewahan.”** RIWEI MARKETING ialah perniagaan gaya hidup tempatan yang menyediakan produk yang **bergaya, selesa, dan mampu milik**, bermula dengan kasut. Seiring dengan pertumbuhan syarikat, kami mencari individu yang **berorientasikan pelanggan, teratur, dan teliti** untuk menyertai pasukan kami. Jika anda mempuny