Customer Service Executive

Private Advertiser; Kuala Lumpur; On-site; MYR 33,000 - 56,000; Full time

Job summary

Private Advertiser in Malaysia is seeking an experienced Customer Service Executive to handle general enquiries and support day-to-day e-commerce operations. You will communicate with customers across WhatsApp, email, live chat, social media and phone, process orders, and provide first‑line problem resolution to ensure a positive experience.

Join a team that values accuracy, timely responses, and close coordination with fulfilment partners to resolve issues efficiently and maintain high customer

Qualifications

• 2–3 years of experience in customer service or e-commerce support.
• Experience handling inquiries via WhatsApp, email, live chat and/or phone.
• Experience with e-commerce platforms like Shopee / Lazada / Shopify is a plus.
• Good written and spoken English; Mandarin a plus.

Responsibilities

• Handle customer enquiries via multiple channels (WhatsApp, email, live chat, social media and phone).
• Respond to customer enquiries professionally and promptly.
• Assist customers with product and service enquiries.
• Handle orders, delivery enquiries, cancellations, returns, refunds and exchanges.
• Monitor and follow up on pending orders and customer cases.
• Escalate complex or unresolved cases when necessary.
• Update customer and order information accurately.
• Coordinate with internal teams, fulfilment partners and couriers as required.
• Respond to enquiries received through e-commerce platforms.
• Maintain records of customer interactions and resolutions.
• Support basic customer service and e-commerce reporting.
• Ensure enquiries are followed through until resolution.

Skills

Customer service

Multichannel support

English proficiency

Problem solving

Attention to detail

Tools

CRM software

Ticketing systems

Order management

Job description

We are looking for an experienced and customer-focused Customer Service Executive to handle general customer enquiries and support day-to-day e-commerce operations.

The ideal candidate should be confident communicating with customers across multiple channels, resolving enquiries independently, managing online orders and providing a positive customer experience.

Key Responsibilities

Handle customer enquiries via WhatsApp, email, live chat, social media and phone

Respond to customer enquiries professionally and promptly

Assist customers with product and service enquiries

Handle orders, delivery enquiries, cancellations, returns, refunds and exchanges

Monitor and follow up on pending orders and customer cases

Handle customer complaints and provide appropriate first-level resolutions

Escalate complex or unresolved cases when necessary

Update customer and order information accurately

Coordinate with internal teams, fulfilment partners and couriers where required

Respond to enquiries received through e-commerce platforms

Maintain accurate records of customer interactions and case resolutions

Support basic customer service and e-commerce reporting

Ensure customer enquiries are followed through until resolution

Requirements

Minimum 2–3 years of relevant experience in customer service, e-commerce support, retail support or online customer support

Hands-on experience handling customer enquiries through WhatsApp, email, live chat and/or phone

Experience handling e-commerce orders and after-sales enquiries

Familiarity with Shopee, Lazada, Shopify or similar platforms is an advantage

Experience with CRM, ticketing or order-management systems is an advantage

Strong written and spoken English

Mandarin proficiency is an advantage

Good communication and problem-solving skills

Able to handle multiple customer conversations and cases independently

Comfortable using Microsoft Office and Google Workspace

Good attention to detail and follow-up skills

Professional and customer-oriented attitude

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Customer Service Executive?
• Which of the following types of qualifications do you have?

What can I earn as a Customer Service Executive