Customer Experience Architect (E-commerce)

KHIND Malaysia; Kuching; On-site; MYR 39,000 - 61,000; Full time

Job summary

KHIND Malaysia is seeking a Customer Relations Executive to serve as a key touchpoint between customers and the business. You will engage with customers across WhatsApp, phone, email, social media, and leading e-commerce platforms to help them find the right products, resolve issues, and enjoy a seamless shopping experience.

This role offers hands-on exposure to E-commerce, marketplace operations, Rent-to-Own, order fulfilment, after-sales service, and customer experience improvement,

Qualifications

• Experience in customer service or customer relations
• Familiarity with multi-channel communication (WhatsApp, phone, email, social media)
• Ability to guide customers through purchasing journeys and resolve issues
• Collaborative with internal teams to improve processes

Responsibilities

• Be the first point of contact for customers via email, inbound calls, WhatsApp, social media, and marketplace chats (Lazada, Shopee, Zalora, TikTok, PG Mall)
• Respond to enquiries promptly with accurate information and practical solutions
• Understand products, services, promotions and digital platforms to guide customers throughout their purchasing journey
• Assist customers with product recommendations, pricing enquiries, online purchases, order status and payment-related matters
• Monitor and respond to customer comments and messages across social media to maintain positive engagement
• Handle complaints professionally and ensure timely follow-up until resolution
• Collaborate with Sales, Commercial, Technical Support, Warehouse and other internal teams to resolve issues
• Follow up on pending payments, orders, and service cases with proper records
• Develop understanding of Rent-to-Own and E-commerce operations including order processing and after-sales procedures
• Provide feedback to improve product descriptions and customer communications

Job description

KHIND Malaysia is seeking a Customer Relations Executive to serve as a key touchpoint between customers and the business. You will engage with customers across WhatsApp, phone, email, social media, and leading e-commerce platforms to help them find the right products, resolve issues, and enjoy a seamless shopping experience.

This role offers hands-on exposure to E-commerce, marketplace operations, Rent-to-Own, order fulfilment, after-sales service, and customer experience improvement,