Customer Service Representative

CLEF Skincare; Kuala Lumpur; On-site; MYR 39,000 - 58,000; Full time

Job summary

CLEF Skincare in Kuala Lumpur is seeking a customer service professional to handle inquiries across live chat, social media, email, and more. You will provide product information, assist with orders and promotions, and maintain a high standard of service.

The role requires 1–2 years in customer service, with strong Mandarin, English and Bahasa Malaysia communication skills. Familiarity with Shopee, TikTok Shop, and Lazada is a plus. Join a fast-paced skincare brand in Malaysia.

Qualifications

• Diploma or Bachelor’s Degree in Business, Communications, Customer Service, Marketing or a related field.
• 1–2 years of experience in customer service, preferably in beauty/skincare/e-commerce.
• Excellent communication skills in Mandarin, English and Bahasa Malaysia; Mandarin proficiency preferred.

Responsibilities

• Respond promptly and professionally to customer enquiries via live chat, social media, email and other communication channels.
• Provide accurate information regarding products, orders, promotions and brand offerings.
• Assist customers with product-related enquiries, including basic skincare product information and usage guidance.
• Handle customer complaints, feedback and concerns with patience, empathy and a solution-oriented approach.
• Coordinate with Logistics and Warehouse teams on order processing, shipment tracking and delivery-related enquiries.
• Manage product exchanges, returns and refunds in accordance with company policies and procedures.

Skills

Customer service

Communication

Multitasking

Teamwork

Problem solving

Education

Diploma or Bachelor’s Degree in Business, Communications, Customer Service, Marketing

Tools

Shopee

TikTok Shop

Lazada

Job description

Respond promptly and professionally to customer enquiries via live chat, social media, email and other communication channels.

Provide accurate and helpful information regarding products, orders, promotions and brand offerings.

Assist customers with product-related enquiries, including basic skincare product information and usage guidance.

Handle customer complaints, feedback and concerns with patience, empathy and a solution-oriented approach.

Ensure a positive and consistent customer experience across all communication touchpoints.

2. Order & Service Management

Coordinate with the Logistics and Warehouse teams on order processing, shipment tracking and delivery-related enquiries.

Manage product exchanges, returns and refunds in accordance with company policies and procedures.

Follow up on outstanding customer cases to ensure timely resolution.

Record and monitor customer enquiries, complaints, feedback and relevant case details accurately.

Escalate complex or sensitive customer issues to the appropriate team or supervisor when necessary.

3. Brand & Team Collaboration

Work closely with the Marketing, E-Commerce, Operations, Logistics and Warehouse teams to resolve customer issues efficiently.

Share customer feedback and insights with relevant teams to support product, service and operational improvements.

Support campaign launches, promotional activities and new product launches by assisting with customer enquiries and post-purchase support.

Maintain and uphold CLEF’s brand voice, service standards and communication guidelines across all customer touchpoints.

Maintain up-to-date knowledge of CLEF’s skincare products, brand offerings, promotions and policies.

Identify recurring customer concerns and pain points, and provide suggestions for improving customer experience and service processes.

Stay informed of common e-commerce and customer service practices to improve service quality.

Maintain a positive, professional and solution-oriented attitude in a fast-paced environment.

Perform any other duties and responsibilities assigned by the management from time to time.

Qualifications & Skills

Diploma or Bachelor’s Degree in Business, Communications, Customer Service, Marketing or a related field.

1–2 years of experience in customer service, preferably within the beauty, skincare, retail or e-commerce industry.

Excellent communication skills in Mandarin, English and Bahasa Malaysia, both written and verbal. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.

Strong customer service and interpersonal skills with the ability to communicate effectively with different types of customers.

Strong problem-solving skills with good attention to detail.

Able to remain calm, patient and professional when handling customer complaints or challenging situations.

Customer-first mindset with a genuine interest in skincare, beauty and helping customers.

Good organisational and multitasking skills, with the ability to manage multiple customer cases simultaneously.

Comfortable working independently as well as collaboratively in a team environment.

Familiarity with e-commerce platforms such as Shopee, TikTok Shop or Lazada will be an added advantage.

Proficient in basic computer applications and comfortable working with customer service systems and communication platforms.

CLEF Skincare is a local skincare brand with the mission to uproot skin issues with CLean & EFfective ingredients.

We are available on clefskincare.com, Shopee Mall, Lazada Mall, Watson, SASA, Aeon Wellness in Malaysia and also our flagship store at Publika G Floor, KL.

CLEF Skincare is a local skincare brand with the mission to uproot skin issues with CLean & EFfective ingredients.

We are available on clefskincare.com, Shopee Mall, Lazada Mall, Watson, SASA, Aeon Wellness in Malaysia and also our flagship store at Publika G Floor, KL.