Customer Service Executive

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

Job summary

Pet Universe Sdn Bhd in Malaysia is seeking a Customer Service Executive for E-commerce and Retail to handle inquiries via WhatsApp, phone, email, social platforms and marketplaces, providing product information, order support and timely issue resolution.

You will collaborate with warehouse, operations, sales and courier teams, maintain CRM records, assist with promotions, and contribute to a positive customer experience.

Qualifications

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

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.

Skills

Customer service

Communication

Problem solving

Bahasa Malaysia

English

WhatsApp

Online platforms

Microsoft Office

Education

Diploma in Business, Marketing, Retail Management, E-commerce or related field

Tools

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.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• How many years' experience do you have as a Customer Service Executive?
• How would you rate your Bahasa Malaysia language skills?
• Do you have Record Keeping experience?
• Do you have experience using online selling platforms? (e.g. eBay)
• Which of the following Microsoft Office products are you experienced with?
• Do you have Retail Activation experience?

Pet Universe Sdn Bhd is an integrated pet care group committed to providing comprehensive and professional solutions for pets and pet owners. The Group operates four subsidiaries: Pet Universe Nourish (M) Sdn Bhd, offering quality pet nutrition and products; Pet Universe Hotel and Grooming Services Sdn Bhd, delivering boarding and grooming services; Pet Universe International Grooming Academy Sdn Bhd, specialising in professional grooming education and certification; and Pet Universe Veterinary Medical Centre Sdn Bhd, providing veterinary and medical care. Pet Universe fosters a collaborative work environment focused on care, expertise, and continuous growth.