Customer Service Representative (eCommerce/3PL)

Career Wise; Penang; On-site; MYR 20,000 - 100,000; Full time

Job summary

A customer service company in Malaysia is looking for a Customer Service Representative to support B2C and B2B inquiries and manage order-related concerns. You will interact with customers through phone, email, and live chat, and assist with order management on platforms such as Shopify and MYOB. The ideal candidate has at least 3 years of experience in eCommerce customer service, is fluent in English, and can work weekends if needed. Competitive compensation and a supportive team environment are provided.

Qualifications

• 3+ years of experience in eCommerce customer service or related fields.
• Experience in 3PL, retail, or call centre environments is preferred.
• Able to work weekends if required.

Responsibilities

• Handle inbound phone calls, emails, and live chats to support customers.
• Maintain Shopify B2C and MYOB B2B order portals.
• Manage Admin and Sales email inboxes effectively.
• Proactively follow up on open orders and deliveries.
• Process warranty claims and returns as per client SOPs.

Skills

Fluent spoken and written English

Experience with Shopify

Experience with MYOB

Proficiency with G-Suite

Proficiency with Slack

Ability to multi-task

Education

Min Diploma/ Degree in related field

Job description

RE: Customer Service Representative (eCommerce/3PL)

Job Openings RE: Customer Service Representative (eCommerce/3PL)

About the job RE: Customer Service Representative (eCommerce/3PL)

The Customer Service Representative plays a critical front-line role in supporting our customers, managing B2C and B2B order-related inquiries, post-purchase concerns, and ongoing client engagement via Shopify and MYOB.

Key Responsibilities:

Customer Interaction

• Handle inbound phone calls, emails, and live chats with a focus on resolution and empathy.
• Provide prompt responses to customer queries on orders, products, and delivery timelines.
• Troubleshoot delivery and fulfilment issues with logistics visibility tools and Shopify admin.

Order Management & Admin

• Maintain Shopify B2C and MYOB B2B order portals.
• Manage Admin and Sales email inboxes; flag and elevate issues to appropriate stakeholders.
• Proactively follow up on open orders, pending deliveries, and stock-related holds.
• Process warranty claims and returns in line with client SOPs.
• Update customers on ETAs, order status, and replacement shipments.
• Communicate clearly about backorders, substitutions, or out-of-stock scenarios.

Required Skills and Experience:

• Fluent spoken and written English.
• Experience with Shopify, MYOB, and eCommerce customer service.
• Experience in 3PL, retail, healthcare, or call centre environments preferred.
• Proficiency with G-Suite, Slack, or other workplace tools.
• Ability to multi-task, prioritise, and remain calm under pressure.
• Able to work on weekend if is required.
• Min Diploma/ Degree in related field.
• Min 3 years and above working experience in related field.