Amazon Customer Support ( Immediate Joiner )

Transcosmos; Kuala Lumpur; On-site; MYR 39,000 - 58,000; Full time

Benefits offered by this job

Competitive salary

Structured training

Career development

Professional environment

E-commerce exposure

Job summary

Jora Malaysia is seeking an Amazon Customer Support professional to act as the primary contact for customers through email, chat, and outbound calls, addressing product inquiries, basic technical issues, and order concerns.

The role emphasises clear communication, calm handling of challenges, and accurate issue resolution in a fast-paced environment.

Qualifications

• Minimum 1 year of experience in Customer Service, Call Centre, Technical Support, E-commerce, or a related field.
• Strong verbal and written communication skills.
• Good problem-solving and analytical skills.
• Comfortable handling customer complaints and challenging situations.
• Proficient in English; additional languages are an advantage.

Responsibilities

• Respond to customer inquiries via email, chat, and outbound calls in a timely and professional manner.
• Handle after-sales inquiries, complaints, and service recovery cases.
• Resolve customer issues with clear communication and a solution-focused approach.
• Manage complex or difficult customer interactions professionally.
• Investigate customer concerns and provide accurate resolutions.

Skills

Verbal communication

Written communication

Problem solving

Customer service

Attention to detail

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Amazon Customer Support ( Immediate Joiner )

We are looking for a Customer Service / Call Centre Agent to be the primary point of contact for customers, providing timely and accurate support through email, chat, and outbound calls.

You will assist customers with product-related inquiries, basic technical troubleshooting, order and delivery issues, and after-sales support. The ideal candidate is a good communicator, solution-oriented, and able to remain calm and professional when handling challenging customer situations.

Key Responsibilities

Customer Support

• Respond to customer inquiries via email, chat, and outbound calls in a timely and professional manner.
• Handle after-sales inquiries, complaints, and service recovery cases.
• Resolve customer issues with clear communication and a solution-focused approach.
• Manage complex or difficult customer interactions professionally.
• Investigate customer concerns and provide accurate resolutions.

Product & Technical Support

• Provide basic troubleshooting support for consumer electronics and smart devices.
• Assist customers with device setup, connectivity, Bluetooth, firmware, storage, and general functionality.
• Identify whether an issue is related to software, hardware, or user operation.
• Guide customers on proper product usage to reduce unnecessary returns or exchanges.
• Recommend the appropriate next steps when technical issues cannot be resolved remotely.

Order & Logistics Support

• Assist customers with order and shipment tracking inquiries.
• Handle delivery issues such as delays, lost parcels, incorrect addresses, and failed delivery attempts.
• Coordinate with internal teams regarding replacements, reshipments, refunds, and inventory matters.
• Provide customers with accurate delivery timelines and updates.
• Follow up on outstanding cases to minimise escalations.

Platform & Policy Compliance

• Handle after-sales requests according to company and platform policies.
• Process claims, disputes, refunds, and negative feedback cases appropriately.
• Ensure all customer communication is accurate and compliant with company guidelines.
• Follow platform-specific procedures and operational requirements.
• Maintain awareness of actions that may violate company or platform policies.

Service Quality & Operations

• Prioritise customer cases based on urgency and business impact.
• Maintain accurate records and case documentation in internal systems.
• Follow Standard Operating Procedures (SOPs) and company guidelines.
• Complete assigned tasks within the required timeframe.
• Take ownership of customer cases and ensure appropriate resolution.
• Maintain a high standard of customer service and customer satisfaction.

Requirements

• Minimum 1 year of experience in Customer Service, Call Centre, Technical Support, E-commerce, or a related field.
• Strong verbal and written communication skills.
• Good problem-solving and analytical skills.
• Comfortable handling customer complaints and challenging situations.
• Basic understanding of consumer electronics or smart devices is an advantage.
• Able to work in a fast-paced and target-driven environment.
• Detail-oriented with good case documentation skills.
• Able to work independently as well as within a team.
• Proficient in English; additional languages are an advantage.

What We Offer

• Competitive salary package.
• Structured training and onboarding.
• Opportunities for career development and growth.
• Supportive and professional working environment.
• Exposure to customer service, technical support, and e-commerce operations.