E‑Commerce Customer Success Specialist

ALL IT Hypermarket Sdn Bhd; Puchong; On-site; MYR 33,000 - 54,000; Full time

Job summary

ALL IT Hypermarket Sdn Bhd is seeking a customer service professional to assist customers across Live Chat, WhatsApp, email, phone and social media. You will respond to inquiries on product availability, pricing, promotions, and order status, and help with product selection to drive sales and upsell.

You will process online orders, coordinate with warehouse and fulfillment teams, track deliveries, handle complaints, and manage warranty inquiries with cross-department support.

Qualifications

• Minimum SPM/ Diploma in Business, Marketing, E-Commerce, Customer Service or related field.
• Minimum 1 year of working experience in customer service, e-commerce, retail or a related field.
• Experience in handling online customer enquiries, live chat or marketplace platforms will be an advantage.
• Positive, friendly and customer-oriented attitude.
• Good communication and interpersonal skills.
• A team player who is energetic, responsible, organised and able to multitask.
• Able to work independently and handle customers professionally under pressure.
• Good command of Bahasa Malaysia and English. Mandarin is an added advantage.
• Basic knowledge of IT products and the IT retail industry is an added advantage. On-job training will be provided.
• Willing to learn about new products, technologies and e-commerce platforms.

Responsibilities

• Provide prompt, friendly and professional customer service via Live Chat, WhatsApp, email, phone, Facebook and other online platforms.
• Respond to customer enquiries on product availability, pricing, promotions, delivery, payment and order status.
• Assist customers with product selection and provide basic product recommendations to support sales conversion and upselling.
• Process and follow up on online orders to ensure orders are accurately coordinated with the warehouse for packing and dispatch.
• Coordinate with the Warehouse, Procurement, Fulfillment Team and Retail Outlets to ensure smooth and timely order fulfillment.
• Track and trace parcels and proactively follow up on delayed or problematic deliveries.
• Handle customer complaints, feedback and service issues professionally, ensuring timely resolution and follow-up.
• Handle warranty and after-sales enquiries, including coordinating with the relevant departments and following up on warranty status.

Skills

Customer service

Communication

Team player

Multitask

Education

SPM / Diploma in Business, Marketing, E-Commerce, Customer Service or related field

Job description

ALL IT Hypermarket Sdn Bhd is seeking a customer service professional to assist customers across Live Chat, WhatsApp, email, phone and social media. You will respond to inquiries on product availability, pricing, promotions, and order status, and help with product selection to drive sales and upsell.

You will process online orders, coordinate with warehouse and fulfillment teams, track deliveries, handle complaints, and manage warranty inquiries with cross-department support.