Customer Service Executive

Turn To Human; Malaysia; On-site; MYR 33,480 - 66,960; Full time

Job summary

Turn To Human is seeking a Customer Service Executive to join our jewellery retail team. You will be the first point of contact for customers, delivering exceptional service across Live Chat, Email, WhatsApp, and social channels, while supporting order processing and e-commerce operations.

This role suits individuals who enjoy customer interaction, are detail-oriented, and have an interest in ecommerce and retail operations.

Qualifications

• At least 1 year of experience in customer service or e-commerce support (Fresh graduates welcome).
• Strong communication skills in English and Mandarin.
• Proficient in Microsoft Excel and familiar with Shopee, Lazada, TikTok Shop.

Responsibilities

• Respond to customer inquiries via Live Chat, Email, WhatsApp, Facebook, Instagram and e-commerce platforms.
• Handle complaints, provide timely resolutions, and prepare monthly complaint reports.
• Communicate with customers regarding order status, product inquiries and after-sales service (returns/exchanges).
• Maintain and update order tracking spreadsheets and coordinate with stock and order processing teams.
• Verify payment transactions and ensure accurate processing; handle customisation and engraving requests.
• Upload and update product information onto official website and e-commerce platforms.

Skills

Customer service

E-commerce support

English & Mandarin

Excel

Job description

Our client, a well-established company in the jewellery retail industry, is looking for a dedicated and customer-oriented Customer Service Executive to join their growing team.

In this role, you will be responsible for serving as the first point of contact for customers, delivering excellent customer service across multiple communication channels, managing order processing, and supporting the company’s e-commerce operations.

This position is ideal for individuals who enjoy interacting with customers, are detail-oriented, and have an interest in e-commerce and retail operations.

Customer Service Support

Respond to customer inquiries via Live Chat, Email, WhatsApp, Facebook, Instagram, and E-Commerce marketplace platforms.

• Handle complaints, provide timely resolutions, and prepare monthly reports on complaint cases.
• Communicate with customers regarding order status, product inquiries, and after-sales service (e.g., returns and exchanges).

Order Processing

• Maintain and update order tracking spreadsheets (Order Excel).
• Manage stock levels and coordinate with internal stock and order processing teams.
• Verify payment transactions and ensure accurate processing.
• Handle customisation and engraving requests.
• Support after-sales services including product exchanges and issue resolution.

E-Commerce Product Upload

• Upload and update product information onto official website and e-commerce marketplace platforms, including - Product images, Descriptions, Pricing updates, Inventory and all related product attributes.

• At least 1 year of experience in customer service or e-commerce support (Fresh graduates are also welcome to apply).
• Strong communication skills in English AND Mandarin.
• Proficient in Microsoft Excel and familiar with online platforms like Shopee, Lazada, TikTok Shop.
• Customer-focused mindset with good problem-solving skills.
• Able to multitask, work independently, and manage time efficiently.
• Team player with a positive attitude.