Global E-commerce Support Specialist (Email & Chat)

Tsing Digital Technology Sdn Bhd; Kuala Lumpur; On-site; MYR 28,000 - 47,000; Full time

Job summary

Jora Malaysia is seeking a Customer Service Representative to provide professional support via email, live chat, and ticketing systems. You will handle inquiries, assist with orders and payments, and resolve disputes while maintaining strong SLAs.

The role requires a Diploma or Bachelor's degree and at least 1 year in e-commerce or related customer service, with excellent written English. Shift rotation including nights/weekends may apply.

Qualifications

• Diploma or Bachelor's Degree in any discipline is preferred.
• Minimum 1 year of experience in customer service within an e-commerce, marketplace, BPO, or contact centre environment.
• Experience providing support through email, live chat, or other non-voice channels is highly preferred.
• Strong written English communication skills (CEFR B2 level, C1 preferred).
• Excellent problem-solving skills and the ability to analyze issues for effective resolutions.
• Able to multitask and manage multiple conversations with accuracy and detail.

Responsibilities

• Provide professional customer support through email, live chat, ticketing systems, and other non-voice channels.
• Handle pre-sales inquiries, order-related requests, after-sales support, and dispute resolution.
• Assist customers with inquiries related to products, orders, payments, returns, refunds, cross-border logistics, customs, shipping, and tariffs.
• Respond promptly and accurately to customer and merchant inquiries while meeting SLAs.
• Investigate customer concerns, identify root causes, and propose timely, practical solutions.
• Escalate complex issues to internal teams and ensure proper follow-up until resolution.
• Maintain detailed records of customer interactions in the CRM/ticketing systems.
• Collaborate with Operations, Logistics, and Technical Support to resolve issues efficiently.
• Support global customers across different time zones by following standardized procedures.

Skills

Written English

Multitasking

Problem solving

Attention to detail

Communication

Education

Diploma or Bachelor's Degree (any discipline)

Tools

Zendesk

Salesforce

Freshdesk

CRM tools

MS Office

Job description

Jora Malaysia is seeking a Customer Service Representative to provide professional support via email, live chat, and ticketing systems. You will handle inquiries, assist with orders and payments, and resolve disputes while maintaining strong SLAs.

The role requires a Diploma or Bachelor's degree and at least 1 year in e-commerce or related customer service, with excellent written English. Shift rotation including nights/weekends may apply.