Customer Service Executive

Pet Universe; Sungai Buloh; On-site; MYR 33,000 - 47,000; Full time

Job summary

Pet Universe is seeking a Customer Service Executive to handle inquiries across WhatsApp, phone, email, social media and marketplaces. You will assist customers with product information, orders, payments, delivery and returns, while coordinating with warehouse and courier teams to resolve issues.

Fresh graduates with strong communication skills may be considered; Bahasa Malaysia and English are required. The role supports both online and offline retail activities and campaigns, with a focus on

Qualifications

• Diploma in Business, Marketing, Retail Management, E-commerce or related field.
• 1–2 years of experience in customer service, retail, e-commerce or related field.
• Fresh graduates with good communication skills may be considered.

Responsibilities

• Handle customer inquiries via WhatsApp, phone, email, social media and marketplace platforms.
• Respond to inquiries, complaints and requests professionally.
• Assist with product information, orders, payments, delivery and returns/refunds.
• Process and follow up on customer orders and ensure timely resolution of issues.
• Coordinate with warehouse, operations, sales and courier teams to resolve issues.
• Monitor customer feedback and elevate serious complaints to the relevant department.
• Maintain accurate customer records in CRM systems.
• Follow up with customers after sales when required.
• Assist with online and offline retail activities, promotions and campaigns.
• Perform other customer service and administrative duties as assigned.

Skills

Customer service

Multichannel support

Communication skills

Education

Diploma in Business/Marketing/Retail/E-commerce

Tools

CRM software

Microsoft Office

Job description

Customer Service Executive – E-commerce / Retail

Job Responsibilities

• Handle customer enquiries through WhatsApp, phone, email, social media and marketplace platforms.
• Respond to customer enquiries, complaints and requests in a professional manner.
• Assist customers with product information, orders, payments, delivery and returns/refunds.
• Process and follow up on customer orders and ensure timely resolution of issues.
• Coordinate with warehouse, operations, sales and courier teams to resolve customer issues.
• Monitor customer feedback and elevate serious complaints to the relevant department.
• Maintain accurate customer records and update CRM/customer service systems.
• Follow up with customers after sales when required.
• Assist with online and offline retail activities, promotions and campaigns.
• Perform other customer service and administrative duties as assigned.

Requirements

• Minimum Diploma in Business, Marketing, Retail Management, E-commerce or related field.
• 1–2 years of experience in customer service, retail, e-commerce or related field.
• Fresh graduates with good communication skills may be considered.
• Good communication skills in Bahasa Malaysia and English.
• Experience handling WhatsApp, Shopee, Lazada, TikTok Shop or other online platforms is an advantage.
• Customer-oriented with good problem-solving skills.
• Able to handle complaints professionally.
• Basic computer skills and Microsoft Office knowledge.
• Able to work independently and as part of a team.