Customer Service Executive — AI x E-commerce

Janamuda Sdn Bhd; Kuala Lumpur; On-site; MYR 39,000 - 56,000; Full time

Benefits offered by this job

On-site snacks and beverages

Free-flow ice cream

3 minutes’ walk from MRT Kentonmen

Training on AI tools

Birthday celebrations

Job summary

Janamuda Sdn Bhd, a fast-growing KL-based e-commerce brand, seeks a Customer Service Executive to elevate our AI-driven support across Shopee, TikTok Shop, and Lazada. You will resolve issues end-to-end, draft smart replies with AI tools, and coordinate with operations to speed resolutions.

We value clear communication in English and Bahasa Malaysia, 1–3 years in e-commerce CS, and a proactive mindset. Fine-tune processes, maintain high satisfaction, and grow with our team.

Qualifications

• Diploma or Degree in Business, Communications, or related field.
• 1–3 years experience in customer service or e-commerce support is preferred.
• Experience with marketplace backends, chat centres, refund/dispute modules, or order management systems is preferred.

Responsibilities

• Handle customer enquiries across Shopee, TikTok Shop, and Lazada, including chats, comments, order messages, and follow-ups.
• Resolve order issues end-to-end: delivery delays, wrong or missing items, refunds, returns, vouchers, cancellations, and complaints.
• Use AI tools to draft better replies, summarise issues, organise case details, and improve response speed.
• Coordinate with operations and warehouse teams to solve customer issues properly.
• Maintain strong response time, customer satisfaction, ratings, and dispute-handling performance.
• Support marketplace operations when needed, including order tracking, stock checks, promo FAQs, and campaign-related enquiries.
• Monitor reviews and feedback, then highlight recurring issues so the team can improve.
• Escalate complex cases properly and follow up until they are closed.

Skills

Customer communication

English

Bahasa Malaysia

Empathy

Problem solving

Time management

Education

Diploma or Bachelor's in Business/Communications

Tools

Marketplace backends

Chat centre systems

Refund/dispute modules

Order management systems

AI tools

Job description

Customer Service Executive — AI x E-commerce

“Oh great, another customer service job. Reply chats, chase parcels, handle complaints, process refunds, and say sorry all day.”

Yeah, no. This one’s different.

Janamuda Sdn Bhd is a fast-growing KL-based e-commerce brand selling across Shopee, TikTok Shop, and Lazada, scaling across Malaysia and Singapore marketplaces.

We move fast. Ideas don’t sit in decks — they get executed, measured, improved, and scaled.

Now we’re bringing AI x E-commerce into customer service.

We’re looking for someone who doesn’t just reply customers, but helps create a faster, smarter, smoother customer experience using marketplace systems, AI tools, and strong common sense.

What You’ll Actually Do

Handle customer enquiries across Shopee, TikTok Shop, and Lazada, including chats, comments, order messages, and follow-ups

Resolve order issues end-to-end: delivery delays, wrong or missing items, refunds, returns, vouchers, cancellations, and complaints

Use AI tools to draft better replies, summarise issues, organise case details, and improve response speed

Coordinate with operations and warehouse teams to solve customer issues properly

Maintain strong response time, customer satisfaction, ratings, and dispute-handling performance

Support marketplace operations when needed, including order tracking, stock checks, promo FAQs, and campaign-related enquiries

Monitor reviews and feedback, then highlight recurring issues so the team can improve

Escalate complex cases properly and follow up until they are closed

You’re Probably Right For This If

You can communicate well in English and Bahasa Malaysia

You have 1–3 years of customer service experience, preferably in e-commerce

You have handled Shopee, TikTok Shop, Lazada, or similar marketplace platforms before

You reply fast, stay calm under pressure, and think before you send

You are patient, empathetic, and professional with customers

You can manage multiple chats, orders, and cases without missing key details

You are curious about AI tools and excited to use them to work faster and better

You solve problems instead of just forwarding them to someone else

You bring clear communication and good energy to the team

This Role Is NOT For You If

You want a slow, routine job where nothing urgent happens

You hate learning new tools or systems

You panic when several customers message at the same time

You need someone to tell you every tiny next step

You prefer “not my problem” over “let me check and solve this”

What We’re Looking For

Diploma or Degree in Business, Communications, or related field

1–3 years experience in customer service or e-commerce support

Experience with marketplace backends, chat centres, refund/dispute modules, or order management systems is preferred

Strong written communication in English and Bahasa Malaysia

Organised, responsible, and able to work with minimal supervision

Positive, collaborative, and willing to learn

What You Get

Salary package: RM3,500 – RM5,000/month, depending on experience and performance

Competitive base salary, reviewed annually

Performance bonus plan

EPF, SOCSO, and EIS contributions

Inclusive events and birthday celebrations

On-site snacks and beverages

Free-flow ice cream for all employees

Office located just 3 minutes’ walk from MRT Kentonmen

Training on AI tools that make customer service faster, smarter, and less painful

Hands-on experience in real e-commerce operations across Shopee, TikTok Shop, and Lazada

At Janamuda Sdn Bhd, customer service is not just support.

It’s the front line of the customer experience.

And with the right person, the right systems, and the right AI tools, it becomes a serious advantage.

What can I earn as a Customer Service Executive

Founded in 2014, we have been modernizing clients' business, operating, and technological models for the digital era. Our innovative industry-based, consultative approach assists customers in envisioning, building, and operating more advanced and effective organizations. We uphold our promises and manage our resources carefully in order to establish and maintain credibility. We are committed to serve our customers in business value creation through our quality products and services.

Founded in 2014, we have been modernizing clients' business, operating, and technological models for the digital era. Our innovative industry-based, consultative approach assists customers in envisioning, building, and operating more advanced and effective organizations. We uphold our promises and manage our resources carefully in order to establish and maintain credibility. We are committed to serve our customers in business value creation through our quality products and services.