E-Commerce & Customer Experience Executive

Iconic Medicare Sdn Bhd; Seberang Perai; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Medical pantry with beverages and‑sn</

Sports facilities

Continuous training and development

Uniforms

Birthday celebrations

Insurance

Job summary

Iconic Medicare Sdn Bhd is seeking a customer service specialist to handle inquiries across WhatsApp, e-commerce platforms, social media and email. You will maintain KPI response times, resolve questions, complaints and issues, and assist with orders, delivery tracking, refunds and gift redemptions.

You will support online stores, stock updates, promotions, packing and fulfillment when needed. Fluent in English, Bahasa Malaysia and Chinese helps you understand diverse customers; prior customer

Qualifications

• Friendly, patient, and enjoys helping people.
• Good communication and writing skills.
• Ability to communicate in English, Bahasa Malaysia and Chinese.
• Responsible, detail-oriented, and good at following up.
• Able to multitask and work independently.
• Comfortable using Microsoft Excel, Word and PowerPoint.
• Interested in online shopping and e-commerce.
• Experience in customer service (preferred).
• Experience with Shopee, Lazada, TikTok Shop, or other e-commerce platforms (preferred).
• Experience handling WhatsApp or online customer enquiries (preferred).

Responsibilities

• Reply to customer enquiries via WhatsApp, e-commerce platforms, social media, and email.
• Maintain healthy customer service response-time KPIs across all platforms.
• Handle customer questions, complaints, and concerns professionally and patiently.
• Understand each customer's needs and confidently recommend suitable products and solutions.
• Assist with order enquiries, delivery tracking, replacements, refunds, and gift redemptions.
• Follow up to ensure issues are properly resolved.
• Assist in managing online stores and e-commerce platforms.
• Help with stock and inventory updates.
• Submit flash sales, campaigns set up and promotional activities.
• Assist with packing and order fulfilment when needed.

Skills

Multilingual communication

Customer service

MS Office

Organised

Tools

Shopee

Lazada

TikTok Shop

Job description

Iconic Medicare Sdn Bhd is seeking a customer service specialist to handle inquiries across WhatsApp, e-commerce platforms, social media and email. You will maintain KPI response times, resolve questions, complaints and issues, and assist with orders, delivery tracking, refunds and gift redemptions.

You will support online stores, stock updates, promotions, packing and fulfillment when needed. Fluent in English, Bahasa Malaysia and Chinese helps you understand diverse customers; prior customer