Multilingual E-commerce Customer Care Agent

Private Advertiser; Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Job summary

Private Advertiser is seeking a Customer Service Representative to respond to customer inquiries in chat, handle orders, and provide empathetic, solution-oriented support. You will upsell where appropriate and escalate complex issues to supervisors when needed.

Ideal candidates have a Diploma, strong communication in Malay and English, and familiarity with beauty or e-commerce platforms is a plus. Flexibility for shifts, weekends, and holidays is required.

Qualifications

• Proven experience as a Customer Service Representative, preferably in e-commerce.
• Minimum education level: Diploma.
• Typing speed of at least 45 words per minute.
• Excellent verbal and written communication in Malay and English.

Responsibilities

• Respond promptly and accurately to customer inquiries via chat.
• Handle customer requests including order inquiries, cancel requests, and product information.
• Provide empathetic and professional solutions to resolve customer concerns, ensuring a positive customer experience.
• Perform upselling and cross-selling when addressing product inquiries, recommending suitable items based on customer needs.
• Escalate complex or sensitive cases to the appropriate CS level (L2/supervisor) when necessary.
• Consistently adhere to communication guidelines, SOPs, and company policies.
• Identify recurring customer issues and share feedback with the QA/Operations team to improve processes and service quality.
• Achieve key performance targets such as productivity, QA scores, Average Handling Time (AHT), and CSAT.

Skills

Communication skills

Typing speed 45 wpm

Bilingual English/Malay

Problem solving

Education

Diploma

Tools

Shopee

Lazada

TikTok Shop

Job description

Private Advertiser is seeking a Customer Service Representative to respond to customer inquiries in chat, handle orders, and provide empathetic, solution-oriented support. You will upsell where appropriate and escalate complex issues to supervisors when needed.

Ideal candidates have a Diploma, strong communication in Malay and English, and familiarity with beauty or e-commerce platforms is a plus. Flexibility for shifts, weekends, and holidays is required.