E-commerce Customer Service & Shop Assistant (Can speak Mandarin better)

DFP Leadership Academy Sdn Bhd; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A dynamic organization in Kuala Lumpur is seeking a Customer Service & Operations Assistant to ensure high customer satisfaction on platforms like TikTok and Shopee. This role involves managing inquiries and backend operations to uphold shop performance. Ideal candidates are detail-oriented and possess strong emotional intelligence. This position offers opportunities for career growth in e-commerce operations, a competitive salary, and a collaborative work environment.

Benefits

Competitive salary + performance KPI

Career growth opportunities

Friendly working environment

Qualifications

• Diploma or equivalent qualification in Business Administration, Marketing, or related fields.
• Prior experience with Shopee Seller Center or TikTok Shop Seller Center is an advantage.
• Proficient in Mandarin and English; Malay proficiency is a plus.

Responsibilities

• Handle customer inquiries on TikTok & Shopee within 12 hours.
• Respond professionally to product reviews.
• Monitor order status and report late shipments.

Skills

Patience

Emotional intelligence

Detail-oriented

Responsive attitude

Education

Diploma in Business Administration or Marketing

Tools

Excel

Google Sheets

Job description

About DFP

About DFP: DFP is a dynamic and forward‑thinking organization specializing in digital marketing, brand development, and influencer management across Southeast Asia. We combine data‑driven strategies with creative innovation to help brands grow their presence and connect authentically with audiences.

With a focus on strategic partnerships, performance marketing, and content creation, DFP supports clients in building sustainable digital influence and measurable business results. Our diverse team values collaboration, creativity, and integrity, driving every project with a passion for excellence and innovation.

Position Summary

The Customer Service & Operations Assistant is the backbone of our store’s daily operations. This role focuses on maintaining high customer satisfaction ratings by handling inquiries and reviews promptly, while also managing backend operations such as inventory tracking, order monitoring, and visual updates.

The ideal candidate is detail‑oriented, patient, and responsive, ensuring that our stores (TikTok & Shopee) run smoothly and that every customer feels valued.

1. Job Responsibilities

• Handle customer inquiries on TikTok & Shopee, ensuring all messages are replied within 12 hours to maintain shop performance.
• Respond to product reviews (positive / neutral / negative) professionally to protect brand image.
• Handle basic after‑sales issues such as missing items or damaged goods according to SOP; escape complex cases when required.
• Monitor order status and report any late shipments to the supervisor for warehouse follow‑up.
• Assist with weekly stock updates for active selling products.
• Support basic shop operations, including:
  • Registering free platform campaigns.
  • Setting up regular Flash Deals (as instructed).
  • Updating product images based on materials provided.
  • Follow operational rules strictly.

2. Job Requirements

• Education: Diploma or equivalent qualification in Business Administration, Marketing, or related fields.
• Experience: Prior experience with Shopee Seller Center or TikTok Shop Seller Center is a strong advantage.
• Language: Proficient in Mandarin and English (written and spoken) to handle customer inquiries effectively. Malay proficiency is an added advantage.
• Skills:
  • Strong patience and emotional intelligence to handle difficult customers.
  • Detail‑oriented with basic data entry and reporting skills (Excel/Google Sheets).
  • Responsive and responsible working attitude.
• Flexible Availability: Willingness to work on a rotational shift basis (including weekends and public holidays) to ensure consistent customer support coverage.

3. Added Advantages

• Experience in beauty, fashion, or lifestyle e‑commerce.
• Familiar with local logistics and warehouse processes.

4. Remuneration & Benefits

• Competitive salary + performance KPI.
• Career growth opportunities in e‑commerce operations.
• Friendly and collaborative working environment.

5. Application Procedure

Interested candidates are invited to submit:

• Updated Resume / CV.
• Brief cover letter outlining relevant e‑commerce or customer service experience.