E‑Commerce Customer Experience Specialist

Ouji; Kuala Lumpur; On-site; MYR 35,000 - 62,000; Full time

Job summary

Ouji in Malaysia is seeking a proactive E‑Commerce Customer Service professional to manage inquiries, resolve complaints, and ensure a positive customer experience across Shopee, Lazada, TikTok Shop and other channels. You will collaborate with warehouse, logistics, and KAM teams to support timely order fulfilment.

The role emphasizes strong communication, problem-solving, and cross-functional coordination, with responsibilities including monitoring response times, preparing monthly reports, and

Qualifications

• Diploma or degree in Business Administration or related field.
• Proficient in Excel and PowerPoint and MS Office.
• Strong English communication and customer service mindset.

Responsibilities

• Manage and respond to customer enquiries, complaints and feedback across various e-commerce platforms.
• Provide timely, professional responses regarding product information, order status, delivery, returns and refunds.
• Monitor inboxes and chat platforms to ensure timely responses.
• Handle complaints and resolve issues while maintaining a positive customer experience.
• Monitor reviews and coordinate follow-up actions to address negative feedback.
• Coordinate with warehouse and logistics to investigate order-related issues.
• Coordinate service recovery arrangements including replacements, refunds and reshipments.
• Follow up on outstanding cases to ensure timely resolution and satisfaction.
• Highlight operational gaps to relevant teams for corrective action.
• Work with internal departments to fulfill customer requests accurately and promptly.

Skills

Communication skills

Problem solving

Coordination

MS Office

Excel

PowerPoint

English proficiency

Education

Diploma/degree in Business Administration

Tools

Excel

PowerPoint

MS Office

Job description

Ouji in Malaysia is seeking a proactive E‑Commerce Customer Service professional to manage inquiries, resolve complaints, and ensure a positive customer experience across Shopee, Lazada, TikTok Shop and other channels. You will collaborate with warehouse, logistics, and KAM teams to support timely order fulfilment.

The role emphasizes strong communication, problem-solving, and cross-functional coordination, with responsibilities including monitoring response times, preparing monthly reports, and