E-commerce Customer Support Specialist - Multi-Channel

Private Advertiser; Kuala Lumpur; On-site; MYR 33,000 - 56,000; Full time

Job summary

Private Advertiser in Malaysia is seeking an experienced Customer Service Executive to handle general enquiries and support day-to-day e-commerce operations. You will communicate with customers across WhatsApp, email, live chat, social media and phone, process orders, and provide first‑line problem resolution to ensure a positive experience.

Join a team that values accuracy, timely responses, and close coordination with fulfilment partners to resolve issues efficiently and maintain high customer

Qualifications

• 2–3 years of experience in customer service or e-commerce support.
• Experience handling inquiries via WhatsApp, email, live chat and/or phone.
• Experience with e-commerce platforms like Shopee / Lazada / Shopify is a plus.
• Good written and spoken English; Mandarin a plus.

Responsibilities

• Handle customer enquiries via multiple channels (WhatsApp, email, live chat, social media and phone).
• Respond to customer enquiries professionally and promptly.
• Assist customers with product and service enquiries.
• Handle orders, delivery enquiries, cancellations, returns, refunds and exchanges.
• Monitor and follow up on pending orders and customer cases.
• Escalate complex or unresolved cases when necessary.
• Update customer and order information accurately.
• Coordinate with internal teams, fulfilment partners and couriers as required.
• Respond to enquiries received through e-commerce platforms.
• Maintain records of customer interactions and resolutions.
• Support basic customer service and e-commerce reporting.
• Ensure enquiries are followed through until resolution.

Skills

Customer service

Multichannel support

English proficiency

Problem solving

Attention to detail

Tools

CRM software

Ticketing systems

Order management

Job description

Private Advertiser in Malaysia is seeking an experienced Customer Service Executive to handle general enquiries and support day-to-day e-commerce operations. You will communicate with customers across WhatsApp, email, live chat, social media and phone, process orders, and provide first‑line problem resolution to ensure a positive experience.

Join a team that values accuracy, timely responses, and close coordination with fulfilment partners to resolve issues efficiently and maintain high customer