E-commerce Admin

E-commerce Admin

Position: E-commerce Admin

Company: RIWEI MARKETING

Business Code: TR D

Location: Block A1-10-1, Razak City Residences, No. 1, Jalan Razak Mansion, Sungai Besi, 57100 Kuala Lumpur

Basic Salary: RM 2,400 - RM 2,600

Comission: Up to RM1,000

Type: Full-Time

Contact: Amirah

Email:

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.

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 communication skills (verbal and written) in 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.
• Career growth opportunities within RIWEI.
• Training and 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 mempunyai minat dalam memberikan perkhidmatan pelanggan yang cemerlang dan mencipta pengalaman jenama yang positif, kami mengalu-alukan anda untuk menjadi sebahagian daripada kami

Tanggungjawab Utama

Pengurusan Penyenaraian Produk & Kandungan

• Mewujudkan, menyelenggara, dan mengoptimumkan penyenaraian produk di pelbagai platform (Shopee, Lazada, TikTok Shop, Instagram Shop, dll).
• Memastikan maklumat produk (tajuk, keterangan, spesifikasi, harga) adalah tepat dan mesra SEO.
• Berkoordinasi dengan pasukan kandungan/reka bentuk untuk memastikan visual produk dan bahan promosi sentiasa dikemas kini.
• Memantau dan mengemas kini tahap stok dan harga secara masa nyata.

Pemenuhan Pesanan & Koordinasi Logistik

• Memproses dan menjejak pesanan pelanggan, pemulangan, dan penggantian.
• Bekerjasama dengan pasukan logistik, gudang, dan jualan untuk memastikan penghantaran berjalan lancar.
• Menyelesaikan isu penghantaran (penghantaran lewat, barang salah, kerosakan) dengan segera.
• Memastikan pelanggan sentiasa dimaklumkan tentang status pesanan mereka dan membantu dengan sebarang isu berkaitan.

Sokongan Pemasaran & Kempen

• Membantu pasukan pemasaran dalam pelaksanaan kempen di semua platform e-dagang.
• Memuat naik aset kempen, menjadualkan promosi, dan membantu mengurus jualan kilat atau acara siaran langsung.
• Berkoordinasi dengan pempengaruh dan menyokong kandungan yang dijana pengguna (UGC) serta kempen ulasan.
• Membantu memantau indikator prestasi kempen seperti trafik, jualan, dan penglibatan.

Pengurusan Ulasan & Maklum Balas

• Memantau dan memberi respons kepada ulasan pelanggan di semua platform secara profesional.
• Mengumpul dan menganalisis maklum balas untuk mengenal pasti isu produk, kekurangan perkhidmatan, atau peluang penambahbaikan.
• Melaporkan isu berulang pelanggan dan cadangan penambahbaikan kepada pasukan dalaman.

Penjejakan Prestasi & Pelaporan

• Menjejak indikator prestasi utama (KPI) seperti skor kepuasan pelanggan (CSAT), masa tindak balas, kadar penyelesaian, skor ulasan produk, dan kadar penukaran jualan.
• Menyediakan laporan mingguan/bulanan untuk analisis dalaman dan perancangan strategik.
• Mencadangkan penambahbaikan bagi proses dan aliran kerja berdasarkan data pelanggan dan analitik perkhidmatan.

Sokongan Pentadbiran & Platform

• Mengekalkan rekod pelanggan dan dokumentasi yang tepat.
• Menyokong kemasukan data, penyediaan laporan, dan penciptaan pembentangan menggunakan Microsoft 365, Google Docs/Sheets, dan WPS Office.
• Membantu dengan tugasan latar belakang di platform (penjejakan pesanan, penyegerakan inventori, tetapan baucar, dll).
• Menyokong ahli pasukan lain dalam tugasan pentadbiran yang diperlukan.

Keperluan

• Pengalaman dalam khidmat pelanggan, sokongan e-dagang, atau bidang berkaitan.
• Kemahiran komunikasi yang kuat (bertulis dan lisan) dalam Bahasa Melayu, dan Inggeris.
• Kemahiran dalam Microsoft Office (Excel, Word, PowerPoint), Google Suite, perisian CRM, dan platform komunikasi pelanggan.
• Pengalaman dalam menggunakan Shopee, Lazada, TikTok Shop, Instagram Shop, Meta Business, Google Business adalah satu kelebihan.
• Keupayaan untuk bermulti-tugas, menyelesaikan masalah, dan bekerja dengan cekap dalam tekanan.
• Perhatian terhadap perincian dan kemahiran organisasi yang baik.
• Bermotivasi sendiri, proaktif, dan mampu bekerja secara berdikari.

Manfaat

• Gaji kompetitif berdasarkan pengalaman.
• Peluang pembangunan kerjaya dalam RIWEI.
• Sokongan latihan dan pembangunan profesional.

Cara Memohon?

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Job Type: Full-time

Pay: RM2, RM2,600.00 per month

Benefits:

• Professional development

Work Location: In person