Customer Service Executive (eCommerce)

We are looking for a Customer Service Executive who plays a pivotal role in ensuring exceptional customer experiences by managing all aspects of customer interactions. This position is responsible for resolving inquiries, handling complaints, and overseeing logistical and administrative functions such as airway bill generation, store credit management, and system updates. The role demands a proactive approach to problem-solving, clear communication across multiple eCommerce channels, and a commitment to customer satisfaction.

• Attractive Remuneration Package.
• Opportunity for career progression.
• Attractive Staff Benefit from Culina Malaysia, Club 21, and COMO Group (e.g., Staff Discount etc).

• Handle all inbound and outbound customer inquiries, including returns, exchanges, refunds, complaints, and order modifications, ensuring timely and professional resolution.
• Act as the primary point of contact across multiple communication channels, including phone, WhatsApp, and email, delivering a seamless and efficient customer experience.
• Take ownership of customer complaints, ensuring thorough investigation, timely resolution, and that corrective actions are effectively implemented and verified for long-term impact.

• Oversee the generation and management of airway bills, delivery documents, and other relevant shipping documentation to ensure smooth and accurate delivery processes.

• Manage the creation of store credits, tracking customer transactions, and ensuring that all systems and trackers are updated accurately and in a timely manner.

• Diploma and/or Bachelor’s degree in accounting, finance, business administration/management, or a related field preferred. Fresh graduates are encouraged to apply.
• Strong numerical skills and attention to detail; comfortable handling figures and financial transactions.
• Tech-savvy with proficiency in eCommerce platforms, CRM systems, and Microsoft Office Suite.
• Excellent verbal and written communication skills.
• Experience in providing customer service support.
• Strong problem-solving abilities and patience when dealing with customers.
• Willingness to follow SOPs and company policies diligently.
• Strong analytical and communication skills and a hands-on mentality.
• Ability to work in a cross-functional environment and to lead complex operational initiatives.
• 5 working days, with a fixed schedule that may include weekends and public holidays if needed.