Customer Service Support

Role purpose You will be the backbone of daily operations, making sure orders, customer queries and backend processes are handled clearly and on time. This role is for someone who likes practical problem solving and enjoys being the friendly, reliable contact across teams. Your Growth & Impact - Develop operational confidence by managing end-to-end order workflows and logistics for traded goods. - Strengthen customer-facing skills through daily interactions across phone, email and in-person touchpoints. - Expand your toolkit with hands-on experience in inventory tracking, basic reconciliations and simple reporting. - Build cross-team relationships by coordinating with sales, warehousing and finance teams. - Position yourself for a supervisory role by improving processes and showing consistent ownership. Responsibilities Order & Project Management - Process sales orders from confirmation to delivery, ensuring accuracy in quantities and pricing. - Coordinate with warehouse and courier partners to schedule pickups and confirm delivery timelines. - Maintain order logs and follow up on exceptions until they are resolved. - Assist with simple inventory counts and stock adjustments as needed. Customer Experience - Respond to customer inquiries across phone and email with clear, polite communication and timely follow up. - Handle routine complaints and escalate complex cases to managers with documented context. - Prepare customer-facing documents like invoices, delivery notes and confirmation emails. - Collect and log customer feedback to help improve service standards. Operations & Reporting - Prepare daily and weekly operational reports for the team using Excel and basic templates. - Reconcile simple transactions and assist finance with documentation for billing and receipts. - Support ad-hoc projects to streamline processes, including filing, data entry and SOP updates. - Keep digital systems up to date with order, stock and customer notes to reduce follow-up work. Requirements Qualifications & Experience - Minimum 2 years of experience in customer service, operations support or retail/trading environments. - Diploma or equivalent in business, logistics, or related fields preferred but not required. - Prior exposure to inventory handling or order processing is an advantage. - Comfortable working in an office located in a trading or retail environment. - Mandarin speaker preferred Hard Skills & Knowledge - Proficient with Microsoft Excel for data entry, basic formulas and simple pivot tables. - Experience with CRM or order management systems, or willingness to learn new tools quickly. - Basic understanding of inventory control concepts and order reconciliation. - Accurate data entry and document preparation skills with attention to detail. Soft Skills & Qualities - Clear verbal and written communication in English and Bahasa Malaysia. - Patient, service-minded attitude with the ability to stay calm under pressure. - Good organiser who can prioritise tasks and follow through without close supervision. - Team player who can coordinate across sales, warehouse and finance with a practical mindset.