Customer Service Specialist
2 weeks ago
To manage and ensure excellent customer service support across TikTok Shop and Shopee platforms. This role focuses on providing a seamless shopping experience through prompt communication, efficient problem-solving, and professional handling of customer inquiries, feedback, and issues.
Key Responsibilities
Customer Support & Engagement
- Respond promptly to customer inquiries via Shopee Chat, TikTok Shop Chat, and other communication channels.
- Handle order status updates, product inquiries, return/exchange requests, and after-sales support.
- Ensure all customer interactions reflect the brand's tone and service standards.
- Manage feedback, complaints, and reviews professionally to maintain high store ratings.
Order Management & Coordination
- Monitor and coordinate with the warehouse and logistics team for order fulfillment and delivery issues.
- Follow up on pending orders, cancellations, refunds, and replacements.
- Ensure timely updates and accurate information are shared with customers.
Platform & Performance Management
- Maintain strong knowledge of Shopee and TikTok Shop seller center functions.
- Track customer service metrics (chat response rate, resolution time, satisfaction scores).
- Work closely with the E-Commerce and Operations teams to ensure efficient processes.
Process Improvement
- Identify recurring customer issues and suggest solutions or preventive measures.
- Support promotional campaigns (e.g., vouchers, flash sales, or livestream sessions) by ensuring smooth customer communication.
Qualifications & Requirements
- Minimum Diploma or Degree in Business, Communications, Marketing, or related field.
- At least 1–3 years of experience in Customer Service for E-Commerce (preferably Shopee / TikTok Shop).
- Strong communication and problem-solving skills.
- Familiar with platform back-end tools and seller center systems.
- Able to multitask and handle customer requests efficiently.
- Positive attitude, proactive, and able to work in a fast-paced environment.
- Fluent in Bahasa Malaysia and English (Mandarin is an added advantage).
Job Types: Full-time, Permanent
Pay: RM2, RM4,500.00 per month
Benefits:
- Additional leave
- Cell phone reimbursement
- Maternity leave
- Meal provided
- Opportunities for promotion
- Parental leave
- Professional development
Application Question(s):
- What is your Expected Salary?
- What is your Current Salary?
- How long is your Notice Period?
Work Location: In person
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