Operations Executive
Job Summary
This role supports customer service and operational coordination to ensure smooth order fulfilment and a positive customer experience. The executive will act as a bridge between internal teams, warehouses, and logistics partners across online and retail channels. Key responsibilities include handling inquiries, resolving delivery issues, and maintaining accurate operational records.
Responsibilities
- Manage customer enquiries across multiple digital channels
- Resolve order fulfilment and delivery issues
- Coordinate with warehouse and logistics partners
- Maintain operational and inventory records
- Prepare daily/weekly operational reports
Required Skills
- 1-2 years experience in CS, operations or e-commerce
- Proficiency in English and Bahasa Malaysia
- Proficiency in Google Sheets and Excel
- Strong organizational and multitasking skills
- Familiarity with e-commerce platforms like Shopee/Lazada
Job Details
Customer Service
- Handle customer enquiries across multiple channels (WhatsApp, email, Shopee, Lazada, TikTok, website, etc.)
- Provide accurate product information, order status updates, and resolution for complaints or issues
- Track, follow up, and close cases using Customer Service Tracker or system
- Liaise with warehouse, stores, and courier partners to resolve delivery, missing item, or damaged product issues
- Review and follow up on unresolved weekend CS cases
- Escalate complex or sensitive cases to relevant departments when needed
- Maintain professional, friendly communication aligned with company brand tone
Operations & Coordination
- Support day-to-day operational tasks related to order fulfilment, stock movement, and issue resolution
- Coordinate with warehouse, logistics partners, and store PICs for urgent orders or stock issues
- Assist in tracking inbound/outbound orders and basic inventory movement records
- Maintain accurate operational and customer-related records in internal systems
- Prepare simple daily or weekly reports related to customer issues, delivery status, or operations
- Highlight delays, recurring issues, or operational risks to supervisor for action
Process Improvement
- Assist in updating SOPs, FAQs, and internal guidelines related to customer service and operations
- Identify recurring customer or operational issues and suggest improvements
Requirements
- SPM / Diploma / Bachelor’s Degree in any field
- 1–2 years experience in customer service, operations, admin, retail, or e-commerce (Fresh graduates with relevant internship experience are welcome)
- Good written and spoken English & Bahasa Malaysia
- Organized, detail-oriented, and able to multitask
- Patient, responsible, and solution-focused
- Comfortable using systems such as Google Sheets, Excel, and e-commerce platforms (Shopee/Lazada CS portals is a plus)
- Able to communicate and coordinate with cross-functional teams