Customer Service Executive cum Operations Executive

SmartHire by SEEK; Petaling Jaya; On-site; MYR 28,000 - 45,000; Full time

Job summary

SmartHire by SEEK is seeking a Customer Service Executive cum Operations Executive to support daily e-commerce operations for in-house brands from Emhub, Kota Damansara. The role combines frontline customer service with order fulfilment and logistics coordination.

The ideal candidate has at least a year in customer service or e-commerce, a minimum SPM (Diploma/ Degree preferred), basic Excel skills, and familiarity with Shopee, Lazada or TikTok Shop.

Qualifications

• Minimum SPM; Diploma or Degree is an added advantage.
• At least 1 year in customer service or e-commerce.
• Willing to learn; positive attitude and good communication.

Responsibilities

• Manage e-commerce operations for daily platform activities.
• Support customer orders: placement, tracking, cancellations, returns and refunds.
• Handle customer enquiries via phone, email, chat and other communication channels.
• Resolve issues with orders, delays, damaged items and complaints.
• Coordinate order fulfilment with internal teams for timely deliveries.
• Prepare delivery orders, invoices and other operational documents.
• Monitor shipments and update tracking statuses daily.
• Use company systems to support daily operations.
• Assist with ad hoc duties assigned by management.

Skills

Customer service

E-commerce operations

English & Mandarin communication

MS Excel

Education

SPM

Diploma or Degree

Tools

Shopee

Lazada

TikTok Shop

Job description

Customer Service Executive cum Operations Executive

Our client is seeking a Customer Service Executive cum Operations Executive to join their team!

Based at Emhub, Kota Damansara, the role supports customer service and daily e-commerce operations across Anello, Legato Largo, Untule and Fasola Home & Living.

What you'll be doing?

• Manage e-commerce operations: Support daily platform operations for the company’s in-house brands.
• Support customer orders: Assist with order placement, tracking, cancellations, returns and refunds.
• Handle customer enquiries: Respond to customers through phone, email, chat and other communication channels.
• Resolve customer issues: Manage order discrepancies, delivery delays, damaged items and complaints professionally.
• Coordinate order fulfilment: Work with internal teams to support accurate processing, timely deliveries and payment tracking.
• Prepare documentation: Create delivery orders, invoices and other relevant operational documents.
• Monitor shipments: Update shipment tracking statuses and follow up on delivery progress daily.
• Use company systems: Work efficiently with internal systems and software to support daily operations.
• Support business needs: Complete ad hoc duties assigned by management.

Who are they looking for?

• Relevant qualification: Minimum SPM qualification; a Diploma or Degree is an added advantage.
• Customer service experience: At least 1 year of experience in customer service, e-commerce or a related field is preferred.
• Inclusive entry point: Candidates with no prior experience are welcomed to apply if they demonstrate a positive attitude and willingness to learn.
• Platform knowledge: Familiarity with Shopee, Lazada or TikTok Shop is advantageous.
• Language proficiency: Good English and Mandarin communication skills are required for handling customer enquiries; Bahasa Malaysia is an added advantage.
• Computer skills: Basic computer literacy, including Microsoft Excel and other office applications.
• Problem-solving ability: Able to multitask, solve problems independently and work effectively in a fast-paced environment.
• Customer focus: Patient, responsible, detail-oriented and committed to providing good customer service.
• Shift flexibility: Willingness to work rotational shifts according to the assigned schedule.