Senior Customer Service

Job Responsibility

Role Summary

As the Senior Customer Service (Lead CS), you are the senior point of contact and hands-on lead for all customer interactions across our online channels. Youâll handle complex cases, lead the CS team, own SOPs, and drive continuous improvement so that customers get timely, accurate, and human supportâevery time.

Channels youâll cover: Shopee, Lazada, TikTok Shop, Website (Shopify), WhatsApp Business, and Email.

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Responsibilities

Customer Support & Case Handling

• Be the escalation owner for complex enquiries, complaints, returns, refunds, and replacements.
• Respond to customers with clear, accurate, and empathetic answers through chat, messaging, email, and marketplace tools.
• Troubleshoot order and product issues end-to-end (payments, vouchers, delivery delays, damage/defects, product usage).
• Coordinate with Warehouse & Fulfillment team for order amendments, reshipments, and stock checks.
  
  

E-commerce Platform Operations

• Manage tickets/chats/DMs across Shopee, Lazada, TikTok Shop, Shopify, WhatsApp, and Email; meet/beat each platformâs SLA.
• Monitor shop performance health (ratings, response rates, cancellation/return rates) and act fast to protect store scores.
• Handle disputes/appeals with platforms; prepare evidence and root-cause narratives.
• Support campaign readiness (e.g., 9.9/11.11/12.12, Raya) with templated responses, staffing rosters, and playbooks.
• Reply to product/shop ratings & reviews; proactively reach out to customers with negative experiences/low ratings to recover the experience and, where platform rules allow, request rating updates.
• Own CS SOPs, FAQ & product knowledge base.
• Run QA audits on conversations; lead CS team with clear feedback and examples.
• Systematically capture customer feedback and product issues; file tickets to relevant teams and follow through to closure.
• Identify recurring friction points and lead improvement initiatives.
  
  

Team Leadership & Training

• Mentor and upskill CS team; model tone, empathy, and problem-solving.
• Conduct onboarding for new hires and refreshers before key campaigns.
  
  

Reporting & Insights

• Publish monthly reports on volume, backlog, SLA, reasons for contact, top issues, and recovery actions.
• Track & report: returns/refunds volume and reasons, number of resend orders (warehouse error), negative-rating recovery rate/time, and highlight top drivers and corrective actions.
• Lead a monthly cross-functional Order Issues Review with Warehouse & Fulfilment and your direct superior to align on top drivers (returns/refunds, resend orders due to warehouse errors, courier SLAs), agree corrective actions, and track outcomes to closure.
• Coordinate with Marketing on promo mechanics and post-campaign recovery.
• Coordinate with Ops/Warehouse on packaging improvements, order accuracy, and courier performance.
  
  

Key Performance Indicators (KPIs)

• First Response Time (FRT): Meet/beat SLA per channel.
• First Contact Resolution (FCR) & Average Resolution Time (ART): Resolve with minimal back-and-forth.
• Customer Satisfaction (CSAT) / Shop Ratings: Maintain and improve star ratings and CSAT.
• Backlog Health: Ageing tickets/chats within thresholds; zero overdue escalations.
• Ratings Recovery: % of 1â3 ratings recovered/updated and median time-to-first contact for low ratings.
• Issue Order Management: % of issue orders with owner + next action, and on-time closure rate.
  
  

Job Requirements

Preferred Criteria

• 1â3+ years in customer service for online/e-commerce, with 1â2+ years in a senior/lead or escalation role.
• Hands-on experience with Shopee, Lazada, TikTok Shop, Shopify, WhatsApp Business, and Email support.
• Familiarity and comfort working with WMS/ERP and courier portals.
• Excellent written and spoken communication; strong problem-solving and decision making under pressure.
• Data-literate (Excel/Google Sheets); able to build simple reports and interpret trends
• Languages: English, and Bahasa Malaysia (required); Mandarin a plus.
• Education: SPM/STPM minimum; Diploma/Degree preferred.
  
  

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Ways of Working

• Rotational shifts including some evenings/weekends/public holidays, especially during peak campaigns.
• On-site as required.
• Host a monthly cross-functional Order Issues Review with Warehouse & Fulfilment and the direct superior; send minutes and track actions to closure.
• Uphold privacy, compliance, and brand-safe communication always.
  
  

Job Benefits

• Annual Increment
• Opportunities for promotion
• Performance bonus
• Good team support
• Training provided
• Maternity/Paternity Leave
• Professional development
• Additional Leave
• Medical Claim