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E-Commerce Customer Service Executive

E-Commerce Customer Service Executive

BLUE METAVERSE TECHNOLOGY SDN. BHD.Bandar Baru Sri Petaling, Kuala Lumpur, Malaysia
1 day ago
Job description

Work Location : Kuala Lumpur

Job Responsibilities

Customer Service Support

  • Respond to user inquiries via chat tools, including order status, payments, logistics, and after-sales issues.
  • Deliver efficient, patient, and professional customer service experiences.

Operations Assistance

  • Assist with basic operational tasks such as merchant onboarding, product listing and delisting, and promotional campaign setups.
  • Help collect user feedback to support continuous improvements in product and user experience.

    • Issue Resolution & Feedback Loop

  • Assist in handling user complaints and problems by coordinating with relevant departments for timely resolution and feedback.
  • Categorize and summarize frequently asked questions to support FAQ updates and optimizations.

    • Data Recording & Optimization Suggestions

  • Record and organize customer service-related data.
  • Participate in workflow optimization and contribute suggestions for user engagement improvements.

    • Job Requirements

  • Diploma or above, any major accepted.
  • Minimum 1 year of experience in e-commerce customer service or operations support preferred.
  • Fast and accurate typing, fluent in communication, with strong service awareness and interpersonal skills.
  • Familiar with e-commerce processes (ordering, payment, shipping, returns, etc.).
  • Proficient in Chinese, English and Malay is a plus.

    • 岗位职责

    1. 客户服务支持 :

    o 通过聊天工具解答用户咨询,包括订单、支付、物流、售后问题;

    o 为用户提供高效、耐心、专业的服务体验。

    2. 运营协助支持 :

    o 协助处理商家入驻、商品上下架、促销活动配置等基础运营工作;

    o 协助收集用户反馈,推动产品和运营团队持续优化用户体验。

    3. 问题处理与反馈闭环 :

    o 协助处理用户投诉与问题,协调相关部门进行处理和反馈;

    o 对高频问题进行归类汇总,推动FAQ更新与优化。

    4. 数据记录与优化建议 :

    o 记录并整理客服相关数据,参与客服流程优化和用户运营建议输出。

    任职要求

    1. 大专及以上学历,专业不限;

    有1年以上电商平台客服或运营支持经验优先;

    打字熟练,语言表达流畅,有良好的服务意识与沟通能力;

    熟悉电商业务流程(下单、支付、发货、退换货等);

    熟悉中文,同时具备英文或马来语 沟通能力者优先;

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    Customer Service Executive • Bandar Baru Sri Petaling, Kuala Lumpur, Malaysia