Customer Service Agent

Private Advertiser; Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Job summary

Private Advertiser is seeking a Customer Service Representative to respond to customer inquiries in chat, handle orders, and provide empathetic, solution-oriented support. You will upsell where appropriate and escalate complex issues to supervisors when needed.

Ideal candidates have a Diploma, strong communication in Malay and English, and familiarity with beauty or e-commerce platforms is a plus. Flexibility for shifts, weekends, and holidays is required.

Qualifications

• Proven experience as a Customer Service Representative, preferably in e-commerce.
• Minimum education level: Diploma.
• Typing speed of at least 45 words per minute.
• Excellent verbal and written communication in Malay and English.

Responsibilities

• Respond promptly and accurately to customer inquiries via chat.
• Handle customer requests including order inquiries, cancel requests, and product information.
• Provide empathetic and professional solutions to resolve customer concerns, ensuring a positive customer experience.
• Perform upselling and cross-selling when addressing product inquiries, recommending suitable items based on customer needs.
• Escalate complex or sensitive cases to the appropriate CS level (L2/supervisor) when necessary.
• Consistently adhere to communication guidelines, SOPs, and company policies.
• Identify recurring customer issues and share feedback with the QA/Operations team to improve processes and service quality.
• Achieve key performance targets such as productivity, QA scores, Average Handling Time (AHT), and CSAT.

Skills

Communication skills

Typing speed 45 wpm

Bilingual English/Malay

Problem solving

Education

Diploma

Tools

Shopee

Lazada

TikTok Shop

Job description

Respond promptly and accurately to customer inquiries via chat.

Handle customer requests including order inquiries, cancel requests, and product information.

Provide empathetic and professional solutions to resolve customer concerns, ensuring a positive customer experience.

Perform upselling and cross-selling when addressing product inquiries, recommending suitable items based on customer needs.

Escalate complex or sensitive cases to the appropriate CS level (L2/supervisor) when necessary.

Consistently adhere to communication guidelines, SOPs, and company policies.

Identify recurring customer issues and share feedback with the QA/Operations team to improve processes and service quality.

Achieve key performance targets such as productivity, QA scores, Average Handling Time (AHT), and Customer Satisfaction (CSAT).

Requirements

Proven experience as a Customer Service Representative, preferably in e-commerce.

Excellent verbal and written communication skills, both inMalay and English, Mandarin language would be added advantage

Excellent in communication skills.

Strong problem-solving skills with an empathetic and customer first mindset.

Familiarity with beauty industry or e-commerce platforms (Shopee, TikTok Shop, Lazada, etc.) is an advantage.

Flexible to work in shifts, weekends, and public holidays as required.

Minimum education level: Diploma

Typing speed: At least 45 words per minute

Remarks:

This Job Description outlines the primary responsibilities of the position but may not cover all tasks you may be required to perform. It will be reviewed periodically by company.

What can I earn as a Customer Service Representative