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E-Commerce Customer Service Representative

E-Commerce Customer Service Representative

Comfy Chic Sdn. Bhd.Kuala Lumpur, Kuala Lumpur, Malaysia
2 days ago
Job description

Job Purpose :

To deliver excellent customer service by managing customer inquiries, return and refund requests, and all order-related issues in a professional and timely manner. This role ensures smooth communication between customers, internal teams, and logistics partners to maintain customer satisfaction and strengthen the brand’s reputation.

Key Responsibilities :

Customer Communication

  • Respond promptly and professionally to all customer inquiries via email, chat, and ecommerce platforms (Shopee, TikTok, Lazada, etc.).
  • Provide accurate information regarding products, orders, promotions, and delivery updates.
  • Maintain a courteous and empathetic tone in all communication.

2.

Return, Exchange & Refund Handling

  • Process and follow up on return, exchange, and refund requests in accordance with company policies.
  • Verify order details, item condition, and payment information before approval.
  • Coordinate with fulfillment and finance teams to ensure timely completion and resolution.
  • Keep customers informed throughout the process.

    • 3.

    Complaint Resolution

  • Handle complaints and service recovery cases professionally and calmly.
  • Investigate and resolve issues effectively to ensure a positive customer experience.
  • Escalate complex or sensitive cases to the manager for review when necessary.

    • 4.

    Order & System Coordination

  • Monitor and track order statuses across ecommerce platforms.
  • Work closely with warehouse, logistics, and marketing teams to resolve order discrepancies or delays.
  • Update and maintain accurate customer service records.

    • 5.

    Service Quality & Reporting

  • Ensure all responses meet company KPIs (response time and resolution time).
  • Record and summarize customer feedback for reporting and service improvement.
  • Support the creation of FAQ templates, auto-reply messages, and SOPs for better efficiency.

    • (Apply now at #J-18808-Ljbffr

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    Customer Service Representative • Kuala Lumpur, Kuala Lumpur, Malaysia