Senior Customer Service Executive

Infinity Cosmic Sdn Bhd; Selangor; On-site; MYR 39,000 - 78,000; Full time

Job summary

Infinity Cosmic Sdn Bhd is seeking an experienced and proactive Customer Service Executive to join the Petico.my team in Malaysia. You will manage customers across multiple channels, respond to enquiries and complaints, and actively convert enquiries into sales in a fast-paced e-commerce environment.

The ideal candidate is customer-focused, commercially minded, detail-oriented, and able to work independently with minimal supervision.

Qualifications

• 2–4+ years of relevant customer service experience, preferably in e-commerce.
• Strong communication and interpersonal skills.
• Must be able to reply to Chinese-speaking customers.
• Strong problem-solving and complaint-handling skills.
• Able to multitask and prioritise enquiries in a fast-paced environment.
• Commercially aware and confident in converting customer enquiries into sales.
• Proactive and able to work independently with minimal supervision.

Responsibilities

• Handle incoming customer calls professionally and promptly across channels.
• Respond to all customer enquiries including product information, order status and returns.
• Actively convert enquiries into sales where appropriate.
• Follow up with customers to improve conversion and satisfaction.
• Investigate issues, coordinate with internal teams, and resolve refunds or order problems.
• Document cases and follow through to resolution.
• Own the CS SOP and FAQ over time and ensure consistent service standards.

Skills

Customer service experience

Communication

Problem solving

Multitasking

Sales conversion

Independence

Chinese-speaking

Job description

We are looking for an experienced and proactive Customer Service Executive to join the Petico.my team.

This is not a simple “reply messages” role. You will be responsible for managing our customers across multiple channels, handling enquiries and complaints, converting enquiries into sales, resolving after-sales issues, and continuously improving our customer service process.

The ideal candidate is customer-focused, commercially minded, detail-oriented, and able to work independently in a fast-paced e-commerce environment.

Key Responsibilities

Pick up and handle incoming customer calls professionally and promptly.

Respond to all types of customer enquiries, including:

Product information and recommendations

Product expiry dates / shelf life

Order and delivery status

Promotions and pricing

Product usage and general enquiries

Other pre-sales and post-sales enquiries

Understand customer needs and actively convert enquiries into sales where appropriate.

Recommend suitable products based on the customer's pet, requirements and budget.

Follow up with customers when necessary to improve conversion and customer satisfaction.

Promptly respond to customer messages across all Petico.my channels, including:

WhatsApp

Website live chat

Shopee / Lazada and other marketplaces

Other customer communication channels

Maintain a high response rate and timely response time.

Ensure every customer receives a professional, accurate and helpful response.

Manage multiple conversations efficiently without compromising service quality.

Handle customer requests relating to returns, refunds, exchanges and order issues.

Investigate cases and coordinate with relevant internal teams where required.

Follow company policies while finding practical solutions for customers.

Ensure cases are properly documented and followed through until resolution.

Handle customer complaints calmly, professionally and empathetically.

Investigate the root cause of complaints and provide appropriate solutions.

Escalate complicated or sensitive cases to the relevant person when necessary.

Turn negative customer experiences into opportunities to retain customers and improve our service.

Identify recurring complaints and recommend improvements to prevent repeated issues.

5. Customer Service SOP & FAQ Ownership

Own, maintain and continuously improve the Customer Service SOP and FAQ.

Build clear response guidelines for common customer enquiries and scenarios.

Keep product information, policies and customer service guidelines updated.

Identify frequently asked questions and develop standardised responses.

Work with relevant departments to improve processes that affect customer experience.

Ensure the CS team follows consistent service standards.

6. Customer Experience & Performance

Monitor customer service performance, including response rate, response time and customer satisfaction.

Maintain accurate records of customer cases and follow-ups.

Identify gaps in the customer journey and suggest practical improvements.

Support the team in achieving both customer satisfaction and sales objectives.

Requirements

2–4+ years of relevant customer service experience, preferably in e-commerce, retail, FMCG or the pet industry.

Strong communication and interpersonal skills.

Must be able to reply to Chinese-speaking customers.

Strong problem-solving and complaint-handling skills.

Able to handle difficult customers professionally without becoming defensive or emotional.

Good product learning ability and willingness to understand pet products and customer needs.

Strong attention to detail, especially when handling orders, product information, refunds and complaints.

Able to multitask and prioritise enquiries in a fast-paced environment.

Proactive and able to work independently with minimal supervision.

Commercially aware and confident in converting customer enquiries into sales.

Good computer literacy and comfortable working with e-commerce systems.

We Are Looking For Someone Who

Doesn't just reply to customers — but looks for opportunities to convert sales.

Doesn't wait for someone to tell them what to do — takes ownership of the case.

Can remain professional even when dealing with difficult or unreasonable customers.

Pays attention to details and does not give customers inaccurate information.

Is willing to continuously improve the way we serve customers.

Can eventually own the CS SOP, FAQ and overall customer service workflow