Junior E-Commerce & Customer Support Executive

Job Summary

We are seeking a proactive and customer-focused E-Commerce & Junior Customer Service Executive to manage online sales platforms, handle customer inquiries, and coordinate order fulfilment. The role involves working closely with internal teams to ensure smooth e-commerce operations, timely order delivery, and a positive shopping experience across all digital channels.

Key Responsibilities

Manage daily operations across e-commerce platforms, including Shopee, Lazada, TikTok Shop, PG Mall, and MYDIN Online.

Handle customer inquiries and provide timely assistance through inbound calls, emails, and social media platforms.

Process, monitor, and follow up on refund requests in accordance with company policies and procedures.

Coordinate and support the Affiliate Programme, including communicating with affiliates, monitoring activities, and following up on related matters.

Monitor order processing, fulfilment, dispatch, and delivery status to ensure orders are completed within the expected timeframe.

Liaise with the warehouse and relevant internal teams to resolve order fulfilment, stock availability, and delivery issues.

Investigate and escalate customer complaints, order discrepancies, and logistics issues to the relevant departments for prompt resolution.

Maintain accurate records of customer inquiries, orders, refunds, and daily operational activities.

Monitor customer feedback and identify opportunities to improve service quality and the overall online shopping experience.

Ensure all e-commerce operations and customer service activities comply with company policies, procedures, and service standards.

Requirements

Diploma or Degree in Business Administration, Marketing, E-Commerce, or a related field.

Prior experience in e-commerce, customer service, or retail operations will be an advantage.

Familiarity with e-commerce platforms such as Shopee, Lazada, TikTok Shop, PG Mall, and MYDIN Online.

Good communication and interpersonal skills, with the ability to handle customer inquiries professionally.

Strong problem-solving skills and attention to detail.

Ability to multitask, manage priorities, and work effectively in a fast-paced environment.

Good teamwork and coordination skills, with the ability to work with different departments.

Willingness to work on a 24/7 shift rotation, including weekends and public holidays, where required.