Admin Live Host

10 hours ago

Subang Jaya Selangor, Malaysia Tomaz Shoes Sdn Bhd Full time

We are looking for a proactive and detail-oriented Admin Live Host to manage live chat communications, support e-commerce operations, and ensure excellent customer service across platforms. The ideal candidate will work closely with internal teams to maintain smooth daily operations, support live sessions, and enhance customer satisfaction.

Job Responsibilities:
  • Manage live chat communications during live sessions on e-commerce platforms, handling both pre-sales inquiries and post-sales support.
  • Monitor and respond to private messages and comments on the brand's official social media platforms in a timely and professional manner.
  • Assist customers with after-sales issues following SOPs to ensure a smooth resolution and a high level of customer satisfaction.
  • Work collaboratively with the hosting and customer service teams to ensure consistency and alignment in communication and support.
  • Handle customer complaints effectively by offering appropriate solutions within the required time frame and following up to ensure resolution.
  • Follow established communication protocols, guidelines, and company policies at all times.
  • Coordinate with other departments to resolve customer concerns and ensure proper follow-up on all escalations until closure.
  • Proactively identify trends, recurring issues, and areas for process improvement to reduce escalation rates and enhance the overall customer experience.
  • Create SKUs and set up promotional campaigns for new items on TikTok Shop.
  • Manage TikTok Shop product listings, ensuring accuracy in product details, inventory levels, and pricing.
  • Monitor order statuses, process returns, and work closely with the logistics team to ensure timely fulfillment and issue resolution.
Job Requirements:
  • Willingness to work night shifts and flexible hours, including weekends or holidays as needed.
  • Previous experience in customer service, e-commerce, telemarketing, or a related field is an advantage.
  • Good communication in English & Malay. Being able to communicate in Mandarin will be an added advantage.
  • Strong communication, learning, and comprehension skills.
  • Positive attitude, patience, and strong interpersonal skills.
  • Ability to multitask, prioritize work efficiently, and stay organized in a fast-paced environment.
  • Familiar with social media platforms, especially TikTok, with an understanding of trends, audience engagement, and content creation.
  • Creative mindset and ability to contribute to compelling, interactive TikTok content.
  • Professional appearance, trustworthy, responsible, and a great team player.

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