AI-Driven E-commerce Customer Experience Specialist

Janamuda Sdn Bhd; Kuala Lumpur; On-site; MYR 39,000 - 56,000; Full time

Benefits offered by this job

On-site snacks and beverages

Free-flow ice cream

3 minutes’ walk from MRT Kentonmen

Training on AI tools

Birthday celebrations

Job summary

Janamuda Sdn Bhd, a fast-growing KL-based e-commerce brand, seeks a Customer Service Executive to elevate our AI-driven support across Shopee, TikTok Shop, and Lazada. You will resolve issues end-to-end, draft smart replies with AI tools, and coordinate with operations to speed resolutions.

We value clear communication in English and Bahasa Malaysia, 1–3 years in e-commerce CS, and a proactive mindset. Fine-tune processes, maintain high satisfaction, and grow with our team.

Qualifications

• Diploma or Degree in Business, Communications, or related field.
• 1–3 years experience in customer service or e-commerce support is preferred.
• Experience with marketplace backends, chat centres, refund/dispute modules, or order management systems is preferred.

Responsibilities

• Handle customer enquiries across Shopee, TikTok Shop, and Lazada, including chats, comments, order messages, and follow-ups.
• Resolve order issues end-to-end: delivery delays, wrong or missing items, refunds, returns, vouchers, cancellations, and complaints.
• Use AI tools to draft better replies, summarise issues, organise case details, and improve response speed.
• Coordinate with operations and warehouse teams to solve customer issues properly.
• Maintain strong response time, customer satisfaction, ratings, and dispute-handling performance.
• Support marketplace operations when needed, including order tracking, stock checks, promo FAQs, and campaign-related enquiries.
• Monitor reviews and feedback, then highlight recurring issues so the team can improve.
• Escalate complex cases properly and follow up until they are closed.

Skills

Customer communication

English

Bahasa Malaysia

Empathy

Problem solving

Time management

Education

Diploma or Bachelor's in Business/Communications

Tools

Marketplace backends

Chat centre systems

Refund/dispute modules

Order management systems

AI tools

Job description

Janamuda Sdn Bhd, a fast-growing KL-based e-commerce brand, seeks a Customer Service Executive to elevate our AI-driven support across Shopee, TikTok Shop, and Lazada. You will resolve issues end-to-end, draft smart replies with AI tools, and coordinate with operations to speed resolutions.

We value clear communication in English and Bahasa Malaysia, 1–3 years in e-commerce CS, and a proactive mindset. Fine-tune processes, maintain high satisfaction, and grow with our team.