L2 Customer Service Specialist (Amazon/Shopify experience required)

TRANSCOSMOS (MALAYSIA) SDN. BHD.; Kuala Lumpur; Presencial; MYR 36.000 - 48.000; Jornada completa

Descripción de la vacante

TRANSCOSMOS (MALAYSIA) SDN. BHD. is hiring an L2 Customer Service Specialist to handle post-sales inquiries for Amazon and Shopify clients in a fast-paced environment. You will investigate issues, coordinate with logistics and other teams, and ensure timely, empathetic responses.

You should have direct e-commerce support experience on Amazon/Shopify/Shopee/Lazada, strong English (C1), and be comfortable using AI tools to research and draft responses. Chinese skills are a plus.

Formación

• Experience handling post-sales enquiries on Amazon/Shopify/Shopee/Lazada.

Responsabilidades

• Respond directly to customer messages about orders, delivery, cancellations, returns, refunds and replacements.
• Resolve disputes and unfamiliar cases by investigating the facts and checking the platform policies.
• Keep customers updated and coordinate with logistics, operations and other teams to resolve issues.
• Monitor reviews, customer feedback and platform health indicators, escalating emerging risks.
• Identify recurring problems through ticket data and reports, and help improve processes and support guides.
• Use approved AI tools for research, drafting and summarisation, checking accuracy before using the output.
• Meet platform response-time requirements while maintaining clear, empathetic communication.

Conocimientos

Amazon/Shopify experience

Post-sales support

English communication

AI tools usage

Independent work

Descripción del empleo

L2 Customer Service Specialist (Amazon/Shopify experience required)

You'll handle post-sales enquiries, investigate problems and take ownership through to resolution. We want someone who cares about what happens after sending a reply—whether the customer receives their order, understands the next step or gets their issue resolved.

Key responsibilities

Respond directly to customer messages about orders, delivery, cancellations, returns, refunds and replacements

Resolve disputes and unfamiliar cases by investigating the facts and checking the relevant platform policies

Keep customers updated and coordinate with logistics, operations and other teams to resolve issues

Monitor reviews, customer feedback and platform health indicators, escalating emerging risks

Identify recurring problems through ticket data and reports, and help improve processes and support guides

Use approved AI tools for research, drafting and summarisation, checking accuracy before using the output

Meet platform response-time requirements while maintaining clear, empathetic communication

About you

Direct e-commerce customer support experience involving customer enquiries on Amazon, Shopify, Shopee, Lazada or similar platforms

Practical experience handling post-sales enquiries such as delivery issues, returns, refunds or disputes

Strong English communication skills at C1 level or above

Sound judgement when handling unfamiliar situations, sensitive complaints or potential fraud indicators

Ability to review reports and customer feedback to identify recurring issues

Hands-on experience using AI tools, including verifying and correcting their outputs

Comfort working independently, adapting to changing priorities and checking unfamiliar rules before acting

Chinese language proficiency and experience handling marketplace disputes, reviews or account-health issues are added advantages

Facilities Management & Outsourced Services 1,001-5,000 employees

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.

Transcosmos launched operations in 1966. Since then we have combined superior People with the latest Technology to enhance the competitive strength of our client companies by providing them with superior and valuable services.

Transcosmos currently offers Cost Reduction Services (Contact Center, Back Office services for HR/Finance.Sales departments, Order Management and supply chain management, and system development and operation) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website development and operation, Smartphone/ SNS Utilization, and Telemarketing).

Transcosmos continues to pursue operational excellence by providing these services through our 171 locations in 32 countries with a focus in Asia.

Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos has been providing a comprehensive One-Stop Global E-Commerce services to deliver the products and services of our clients to consumers in over 49 countries.

Transcosmos continues won fourth consecutive year for Five-star rating service partner by TMall (Alibaba) since 2016.

Transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever changing business environment.