Junior Customer Service Executive

Private Advertiser; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A regional e-commerce company in Kuala Lumpur is seeking a Junior Customer Service Executive to support customer interactions across Southeast Asia. This role involves responding to queries, handling returns and refunds, while ensuring excellent customer experiences. Candidates must have 1–2 years of experience in customer service, strong communication skills in English and Bahasa Malaysia, and basic familiarity with ticketing tools.

Qualifications

• 1–2 years in customer service/support role, preferably in e-commerce.
• Good communication skills in English, Bahasa Malaysia, and Mandarin/Cantonese.
• Empathy and ability to follow guidelines are essential.

Responsibilities

• Respond to customer queries via email/chat/messaging.
• Escalate complex tickets to Senior CS.
• Update customer records and assist with returns/refunds.

Skills

Customer service experience

Good written and verbal communication in English

Basic familiarity with ticketing tools

Empathy

Patience

Job description

We are looking for a Junior Customer Service Executive to join our regional team based in Malaysia. You will support customer interactions across multiple Southeast Asian markets, ensuring quick and accurate responses while delivering excellent customer experiences.

To provide day‑to‑day customer support for all markets, handling standard enquiries, order tracking, basic returns/refunds, under supervision of Senior CS across markets (MY, SG, ID, HK, VN).

Key responsibilities

• Respond to customer queries (pre‑sales, post‑sales, order status, basic issues) via email/chat/messaging
• Escalate more complex tickets to Senior CS
• Follow existing processes, maintain service level agreements (SLAs)
• Update customer records, assist with returns/refunds procedure
• Gather feedback/common issues to feed into Senior CS/Ops
• Maintain target SLAs for response time, resolution time, and issue tagging accuracy

Skills & experience

• 1–2 years in customer service/support role (preferably e‑commerce)
• Good written and verbal communication in English + Bahasa Malaysia + Mandarin/Cantonese to effectively communicate with our diverse client base and stakeholders; other languages a plus
• Basic familiarity with ticketing tools
• Empathy, patience, ability to follow guidelines

Reports to: Senior Customer Service Executive