Executive, E-Commerce Customer Service

BEACON MART; Petaling Jaya; On-site; MYR 36,000 - 54,000; Full time

Job summary

BEACON MART is looking for a proactive E-Commerce Customer Service Executive to support our growing online store. You will handle inquiries across Shopee, Lazada, TikTok Shop and our website, ensuring timely assistance and accurate order processing.

The ideal candidate has 1–2 years of experience in customer service or e-commerce, strong English, and Mandarin is preferred. A Diploma or Bachelor’s degree is required, with a focus on problem solving and friendly service.

Qualifications

• Mandarin-speaking candidates are preferred.
• Must have at least a Diploma, Bachelor’s Degree, or equivalent.
• Minimum 1–2 years of experience in Customer Service, Retail, or E-Commerce.
• Fresh graduates encouraged to apply.
• Experience with Shopee, TikTok Shop, Lazada or other e-commerce platforms is an advantage.
• Strong communication in English (written and spoken).

Responsibilities

• Respond promptly and professionally to customer inquiries via WhatsApp, social media, live chat, marketplace chat, phone calls, and email.
• Assist customers with order placements, payment verification, delivery tracking, product enquiries, exchanges, returns, refunds, and after-sales support.
• Handle customer complaints professionally and provide effective solutions to ensure customer satisfaction.
• Follow up with customers regarding order updates, feedback, and post-purchase experiences.
• Monitor and manage customer messages, comments, and reviews across Shopee, TikTok Shop, Lazada, and company website platforms.
• Ensure excellent customer experience and maintain strong seller ratings and platform performance scores.
• Support daily online store operations and ensure smooth order processing.
• Monitor daily online orders and coordinate with warehouse, retail outlets, logistics, and sales teams to ensure accurate fulfilment and timely delivery.
• Assist during online campaigns, livestreams, mega sales, festive promotions, and new product launches.
• Maintain updated product knowledge to provide accurate recommendations and solutions to customers.
• Record customer interactions, recurring issues, feedback, and service improvement suggestions; update CRM systems and logs.
• Support CRM and loyalty initiatives to encourage repeat purchases and customer retention; assist in preparing customer service reports.

Skills

Communication

Multitasking

Time management

Customer oriented

Problem solving

English proficiency

Education

Diploma/Bachelor's degree

Tools

CRM software

Shopee Seller Centre

Lazada Seller Centre

TikTok Shop Seller Centre

Website CMS

Job description

E-Commerce Customer Service (Shopee and Lazada)

We are looking for a proactive, customer-focused, and detail-oriented E-Commerce Customer Service Executive to join our growing team.

This role is ideal for individuals who enjoy helping customers, solving problems, and supporting fast-paced online retail operations. You will play an important role in delivering excellent customer experiences across major e-commerce platforms including Shopee, TikTok Shop, Lazada, social media channels, and our official website.

If you are passionate about e-commerce and customer service, we would love to hear from you!

Key Responsibilities:

Customer Service & Support

• Respond promptly and professionally to customer enquiries via WhatsApp, social media, live chat, marketplace chat, phone calls, and email
• Assist customers with order placements, payment verification, delivery tracking, product enquiries, exchanges, returns, refunds, and after-sales support
• Handle customer complaints professionally and provide effective solutions to ensure customer satisfaction
• Follow up with customers regarding order updates, feedback, and post-purchase experiences

E-Commerce Platform Management

• Monitor and manage customer messages, comments, and reviews across Shopee, TikTok Shop, Lazada, and company website platforms
• Ensure excellent customer experience and maintain strong seller ratings and platform performance scores
• Support daily online store operations and ensure smooth order processing

Order Coordination & Operations

• Monitor daily online orders and coordinate closely with warehouse, retail outlets, logistics, and sales teams to ensure accurate fulfilment and timely delivery
• Assist during online campaigns, livestreams, mega sales, festive promotions, and new product launches
• Maintain updated product knowledge to provide accurate recommendations and solutions to customers

Tracking, Reporting & Process Improvement

• Record customer interactions, recurring issues, feedback, and service improvement suggestions
• Update CRM systems, service logs, and customer records accurately
• Support CRM and loyalty initiatives to encourage repeat purchases and customer retention
• Assist in preparing customer service reports and tracking operational performance
• Identify recurring issues and contribute ideas to improve response time, service quality, and overall customer experience

Requirements:

• Mandarin-speaking candidates are preferred.
• Possess at least a Diploma, Bachelor’s Degree, or equivalent in any field
• Minimum 1–2 years of experience in Customer Service, Retail, Customer Experience, or E-Commerce (fresh graduates are encouraged to apply)
• Experience with Shopee, TikTok Shop, Lazada, or other e-commerce platforms is an added advantage
• Strong communication skills in both spoken and written English
• Friendly, patient, responsible, and customer-oriented attitude
• Good problem-solving, multitasking, and time management skills
• Comfortable working in a fast-paced environment
• Basic computer knowledge and willingness to learn new systems and tools

Nice to Have:

• Familiarity with Shopee Seller Centre, TikTok Shop Seller Centre, or Lazada Seller Centre
• Understanding of online payment systems and delivery processes
• Experience using CRM or customer service management tools
• Interest in e-commerce operations and customer experience improvement

Why Join Us?

• Friendly and supportive working environment
• Opportunity to grow in the fast-growing e-commerce industry
• Hands‑on experience with major online marketplace platforms
• Career development and learning opportunities
• Exposure to exciting online campaigns and digital retail operations