Customer Service & Sales
Job Summary
The Online Customer Service & Sales Executive will handle customer inquiries across multiple digital channels, process orders accurately, and coordinate with the warehouse to ensure timely fulfillment. The ideal candidate must possess excellent Mandarin communication skills and a strong customer service mindset. Responsibilities also include tracking inventory, preparing reports, and maintaining customer service documentation.
Responsibilities
- Respond promptly to customer enquiries across multiple digital channels
- Process and confirm customer orders accurately and coordinate fulfillment
- Prepare daily, weekly, or monthly reports on orders and customer issues
Required Skills
- Diploma or Bachelor's Degree in Business Administration, Customer Service, Marketing, or related field
- Excellent verbal and written communication skills in Mandarin
- Strong customer service mindset and experience with e-commerce/social chat channels
Job Details
Key Responsibilities
- Respond promptly to customer enquiries via IG DM, Facebook Messenger/ ManyChat, Shopee Chat, Whatsapp, and other designated communication channels
- Maintain a professional, friendly, and solution-oriented when assisting customers
- Identify recurring customer concerns and provide feedback to the team for continuous improvement
- Process and confirm customer orders from Shopee, website, and manual/DM orders accurately
- Coordinate with the warehouse team to ensure timely order fulfillment and shipment
- Monitor inventory levels and notify the PIC of low stock or replenishment requirements
- Maintain accurate records of customer enquiries, orders, refunds, exchanges, and customer information
- Prepare daily, weekly, or monthly reports on order volume, customer enquiries, common issues, and stock movement
- Assist in maintaining FAQs, reply templates, and customer service SOPs
Requirements
- Diploma or Bachelor's Degree in Business Administration, Customer Service, Marketing, or a related field.
- Excellent verbal and written communication skills in Mandarin.
- Strong customer service mindset with the ability to handle enquiries professionally and empathetically.
- Experience handling customer enquiries via Instagram DM, Facebook Messenger, WhatsApp, ManyChat, Shopee Chat, TikTok Shop Chat, or website live chat.