Customer Service Manager – E-Commerce

DSY Distributor Sdn. Bhd.; Seberang Perai; On-site; MYR 32,000 - 52,000; Full time

Benefits offered by this job

Attendance allowance

Petrol & Toll Allowance

Night & Public Holiday Reply Allowance

TikTok Shop KPI / Store Rating Allow a

Job summary

DSY Distributor Sdn. Bhd. is seeking a dedicated customer service professional to manage operations across TikTok Shop, Shopee and other e-commerce platforms.

You will respond to enquiries, handle warranty claims, disputes, returns and refunds, and work with warehouse, sales and operations teams to resolve issues. Night shifts and public holidays may be required; opportunities to grow in e-commerce.

Qualifications

• Experience in customer service or e-commerce preferred.
• Experience with TikTok Shop or Shopee is advantageous.
• Good written communication in English/Bahasa Malaysia/Chinese is an advantage.

Responsibilities

• Handle customer enquiries, complaints, messages, warranty claims, disputes, returns and refunds.
• Monitor TikTok Shop KPIs and store rating.
• Coordinate with warehouse, sales and operations teams to resolve customer issues.
• Identify recurring customer issues and suggest improvements to improve customer satisfaction.
• Respond professionally and promptly to escalations.

Skills

Communication skills

Customer service

Problem solving

Tools

TikTok Shop

Shopee

Job description

Manage customer service operations across TikTok Shop, Shopee and other e-commerce platforms, handling customer enquiries, complaints, messages, warranty claims, disputes, returns and refunds professionally and promptly.

Key responsibilities

Manage customer service operations across TikTok Shop, Shopee and other e-commerce platforms

Respond to customer enquiries, complaints and messages professionally and promptly

Handle product warranty claims, disputes, returns and refunds

Resolve customer issues and follow up until cases are properly closed

Manage difficult or escalated customer complaints professionally

Monitor customer reviews, feedback and store ratings

Monitor TikTok Shop KPIs and work towards achieving the required store rating

Coordinate with warehouse, sales and operations teams to resolve customer issues

Identify recurring customer issues and suggest improvements to improve customer satisfaction

About you

Experience in customer service or e-commerce is preferred

Experience with TikTok Shop, Shopee or other e-commerce platforms is an advantage

Experience handling warranty, disputes, returns and refunds is preferred

Good communication and problem-solving skills

Responsible, patient and able to handle difficult customers professionally

Able to work under pressure and manage multiple customer cases

Good written communication in English / Bahasa Malaysia / Chinese is an advantage

Proactive, responsible and willing to learn

Able to work during night hours and public holidays when required

RM2,900 basic salary

Attendance Allowance: RM100/month

Petrol & Toll Allowance: Up to RM200/month, subject to attendance

Night & Public Holiday Reply Allowance: Up to RM500/month, subject to actual work performed

TikTok Shop KPI / Store Rating Allowance: Up to RM1,000/month

Opportunity to grow and develop your career in the e-commerce industry

Work with a growing team across TikTok Shop, Shopee and other e-commerce platforms