Closing Date : 31/03/2026

Specialist, Customer Operations  

Job Description
Position Responsibilities
Customer Support & Communication
  • Handle customer inquiries via live chat, email, and other digital platforms professionally and promptly.
  • Provide accurate product, order, and account information to both B2B and B2C customers.
  • Manage escalations effectively, ensuring quick resolutions and maintaining customer trust.
Order & E-commerce Management
  • Support order processing, updates, and tracking for customers across multiple e-commerce platforms.
  • Coordinate with warehouse and logistics teams through the WMS to ensure timely order fulfilment.
  • Monitor order discrepancies and proactively resolve issues to avoid delays.
Returns, Refunds & Cancellations
  • Oversee and process return, refund, and cancellation requests in line with company policies.
  • Collaborate with warehouse, finance, and operations teams to ensure smooth processing and accurate record-keeping.
  • Provide clear communication to customers regarding return policies, timelines, and resolutions.
Operational Excellence
  • Maintain accurate documentation of customer interactions in ticketing/CRM systems.
  • Monitor and report recurring issues or provide feedback to improve workflows and customer experience.
  • Ensure compliance with SLAs (Service Level Agreements) and KPIs such as First Response Time, Resolution Time, and CSAT.
Collaboration & Continuous Improvement:
  • Work closely with internal teams (Operations, Logistics, Product, Finance, PMO) to streamline processes and enhance the end-to-end customer journey.
  • Contribute ideas for service improvement and support knowledge base/FAQ updates.
  • Participate in training, upskilling sessions, and team discussions to maintain best practices.

Job Requirements
Qualification & Requirements
  • 3-5 years of experience in customer service, preferably handling chat, email, and e-commerce support.
  • Prior experience supporting both B2B & B2C customers.
  • Hands-on experience in managing returns, refunds, and cancellations.
  • Proven experience working with WMS and coordinating with warehouse/logistics teams.
  • Track record of meeting or exceeding customer service KPIs (e.g., FRT, Resolution Time, CSAT).
Skills:
  • Excellent written and verbal communication skills for handling chat, email, and e-commerce support.
  • Strong problem-solving abilities with a customer-first mindset.
  • Ability to manage multiple tasks and prioritise effectivelyin a fast-paced environment.
  • Proficiency in using ticketing/CRM systems (e.g., Zendesk, Freshdesk, Salesforce).
  • Strong interpersonal skills with the ability to manage B2B and B2C customer expectations.
  • Attention to detail, especially in processing returns, refunds, and cancellations.
Knowledge:
● In-depth understanding of customer support processes and service best practices.
● Familiarity with Warehouse Management Systems (WMS) for order and inventory management.
● Knowledge of e-commerce platforms (e.g., Shopify, WooCommerce, Lazada, Shopee, TikTok).
● Awareness of performance metrics such as CSAT, FRT, and Resolution Time.
● Basic understanding of logistics, order fulfilment, and returns workflow.

Education:
  • Diploma/Degree in Business Administration, Communications, Supply Chain, or a related field (preferred but not mandatory).
  • Additional certifications in Customer Service, E-commerce, or Logistics Systems are an added advantage.
Personal Traits:
  • Customer-centric mindset with empathy and problem-solving skills.
  • Detail-oriented, reliable, and organised.
  • Team player with adaptability to fast-paced environments.
  • Proactive and able to take ownership of tasks and outcomes.
a Necessity, not a Luxury

  Spoken Language:  Malay, English

  Written Language:  Malay, English