Customer Service Executive

7 days ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia Ouji Seiyaku (M) Sdn. Bhd. Full time

Job Title: Customer Service Executive 

Department: Sales Support (Ecom)

Job Summary:

We are looking for a dedicated and customer-focused Customer Service Executive to manage online customer interactions across all e-commerce platforms in Malaysia and Singapore. Based in Malaysia, the ideal candidate will handle inquiries, process orders, resolve issues, and ensure a positive customer experience that drives brand loyalty and satisfaction.

Key Responsibilities:

  • Handle customer inquiries via email, live chat, social media, and marketplaces (e.g. Shopee, Lazada, TikTok).
  • Manage order-related issues, including refunds, returns, and delivery tracking.
  • Providing service recovery by liaising with warehouse/logistic/ ecom team to resolve delivery issues or escalations.
  • Monitor and respond to customer reviews and ratings.
  • Coordinate with internal teams on stock availability, product updates, and promotions.
  • Maintain accurate records of customer interactions in CRM systems.
  • Proactively identify and escalate recurring issues or customer pain points.
  • Ensure service SLAs are met across all platforms.
  • Provide monthly report of service level and service recovery.
  • Any other ad hoc project/ administrative works as assigned by the management.

Requirements:

  • Diploma or Degree in Business, Marketing, or related field.
  • Fresh graduate are welcome.
  • Minimum 1–2 years of customer service experience, preferably in e-commerce or retail.
  • Familiarity with e-commerce platforms and seller tools (e.g. Shopee/ Lazada Seller Centre, Shopify, TikTok Shop).
  • Strong communication and interpersonal skills.
  • Able to multitask, stay organized, and manage time effectively.
  • Customer-first mindset with a positive attitude.

Working Time:

Workdays: Mon, Tues, Wed, Thurs and Sun

Rest day: Fri and Sat

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