Online Sales Advisor Supervisor (Customer Service)

Hebe Beauty; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading cosmetics company is looking for a Customer Service Supervisor to oversee a team of advisors in live chat support across various platforms. You will manage customer inquiries, ensure quality standards and train team members, while working closely with store operations to enhance customer satisfaction.

Qualifications

• 2+ years in customer service or e-commerce support.
• Experience supervising a team in online customer service.
• Strong understanding of beauty and personal care products.

Responsibilities

• Supervise advisors and ensure professional customer interactions.
• Monitor order-related inquiries across platforms.
• Train new hires and support team members.

Skills

Communication

Attention to Detail

Multitasking

Tools

CRM software

Order management tools

Chat systems

Job description

Supervise & Live Chats Support: Oversee a team of advisors and provide real-time assistance to customers handling live chats on Shopee, Lazada, and TikTok Shop, ensuring that each customer interaction is professional, efficient, and aligns with brand standards.

Order Management: Monitor, track, and resolve customer inquiries related to orders (e.g., payment issues, delivery delays, cancellations, and returns) across all platforms.

Customer Engagement Management (CEM): Manage customer relationships and ensure proactive engagement through timely responses, personalized recommendations, and problem resolution.

Quality Assurance: Ensure that all team members meet quality standards for chat response time, accuracy of information, and customer satisfaction.

Performance Monitoring: Track KPIs (response time/rate, customer satisfaction) and provide regular feedback to the team. Report on team performance and provide suggestions for improvements.

Training and Support: Train new hires and provide ongoing support to team members regarding product knowledge, platform-specific processes, and best practices for customer service.

Collaboration: Work closely with store operation teams and fulfilment teams to ensure promotions, stock availability, and customer inquiries are managed smoothly.

Escalation Management: Handle and resolve escalated issues related to orders, complaints, or product inquiries.

Any tasks or projects as assigned by the superiors/Company.

Job Requirements:

2+ years of experience in customer service or e-commerce support, specifically on Shopee, Lazada, or TikTok Shop.

Proven experience in leading or supervising a team in an online customer service environment.

Strong understanding of beauty and personal care products and customer preferences.

Excellent written communication skills and attention to detail.

Familiarity with order management tools, CRM software, and chat systems on Shopee Seller Center, Lazada Seller Center, and TikTok Seller Center.

Ability to multitask in a fast-paced environment and manage high volumes of live chat inquiries.

Ability to work flexible hours, including weekends, to align with campaign times or high-traffic periods.

Strong communication skills, with a good command of spoken and written Malay, English and Mandarin to effectively communicate with Mandarin-speaking clients.

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Your application will include the following questions:

What's your expected monthly basic salary? Which of the following languages are you fluent in? How much notice are you required to give your current employer?

Retail & Consumer Products 101-1,000 employees

Founded in 2018, HEBE BEAUTY is an international cosmetics powerhouse dedicated to redefining beauty standards worldwide.

With a strong presence in Indonesia, Malaysia, Thailand, Philippines, Vietnam, and more, we continuously push the boundaries of beauty. Our diverse portfolio encompasses brands like Y.O.U Beauty, barenbliss, Dazzle Me, lavojoy, and GLAMFIX, offering a wide range of cosmetics, skincare, and personal care products.

Founded in 2018, HEBE BEAUTY is an international cosmetics powerhouse dedicated to redefining beauty standards worldwide.

With a strong presence in Indonesia, Malaysia, Thailand, Philippines, Vietnam, and more, we continuously push the boundaries of beauty. Our diverse portfolio encompasses brands like Y.O.U Beauty, barenbliss, Dazzle Me, lavojoy, and GLAMFIX, offering a wide range of cosmetics, skincare, and personal care products.

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What can I earn as a Customer Service Supervisor