Online Customer Service

Your Growth & Impact - Build practical customer support experience by handling live chat, email, and social messaging across real campaigns and shops. - Expand your digital skillset with hands-on use of CRM tools and order systems used by regional e-commerce teams. - Grow your communication network by collaborating with sales, logistics, and marketing teams on problem resolution. - Develop leadership-ready habits by owning small process improvements and helping peers with knowledge base updates. - Sharpen your career options for roles in customer success, e-commerce operations, or social commerce support. Responsibilities Customer Interaction - Answer customer questions via live chat, email, WhatsApp, and social inboxes within agreed response times. - Handle product enquiries, payments, returns, and basic troubleshooting with clear and friendly language. - Escalate technical or policy issues to the right team and follow up until the customer is satisfied. Order & Account Management - Process and track orders, update customer accounts, and coordinate refunds or exchanges accurately. - Work with logistics and sales to resolve shipping exceptions and correct order details. - Record case notes and outcomes in the order system for visibility and audit trails. Team & Process Support - Maintain and suggest improvements to templates, FAQs, and the knowledge base to improve response speed. - Log metrics and customer feedback for weekly team reviews and quality checks. - Participate in training, share insights with teammates, and help maintain a positive team culture. Requirements Qualifications & Experience - SPM, diploma, or equivalent education; fresh graduates are encouraged to apply. - 0 years of formal experience required; any prior customer-facing or part-time retail work is a plus. - Flexible to work shifts and occasional weekends if rostered. Hard Skills & Knowledge - Strong written and spoken English and Bahasa Malaysia for clear customer communication. - Familiarity with live chat, WhatsApp Business, or social media messaging for commerce settings. - Basic experience with CRM or ticketing systems such as Zendesk, Freshdesk, or built-in e-commerce CRMs. - Comfortable using Google Workspace or Microsoft Office for logs, simple reports, and documentation. Soft Skills & Qualities - Patient and empathetic communicator who stays calm when customers are upset or confused. - Organised, detail oriented, and able to manage multiple conversations at once. - Quick learner who adapts to new tools and follows established processes carefully. - Positive team player who shares knowledge and accepts feedback to improve service quality.