Customer Service Executive, L2 Managed Seller

Job Description:

• Minimum Diploma in Business Administration, Communications, Customer Service, or any related field
• 1–3 years of experience in customer service, preferably in e-commerce or operations support
• Experience handling live chat and/or case management (ticketing/webform systems) is preferred
• Prior exposure to logistics, return & refund processes, or dispute resolution will be an added advantage
• Strong written and verbal communication skills (English & Bahasa Malaysia), Mandarin will be an advantage
• Ability to work in a fast-paced, high-volume environment
• Strong sense of ownership and accountability
• Provide real-time assistance to managed sellers via live chat, handle and resolve seller enquiries submitted via webforms within defined SLA.
• Manage workload efficiently across both webform cases and live chat queues.
• Deliver clear, professional, and solution-oriented responses.
• Identify high-risk or complex issues and escalate appropriately to Return & Refund (RR) disputes, Logistics issues (SPX / 3PL delays, lost parcels, POD disputes, delivery status, failed delivery)
• Maintain high customer satisfaction (CSAT) while adhering to response time KPIs.
• Liaise with internal stakeholders (RR Team, Logistics, Vendor Management, Tech, etc.) for resolution.
• Ensure proper case documentation, clear updates, and accurate tagging/routing.
• Manage escalations and ensure end-to-end ownership until closure.
• Work closely with cross-functional teams and follow up on pending investigations and ensure timely updates to sellers.
• Meet defined KPIs such as QA, CSAT, productivity without fail

Requirements:

• At least min 6 months of experience in customer service, escalation handling, complaint management, or complex case resolution
• Strong written and verbal communication skills in English and Bahasa Malaysia
• Strong investigation skills with the ability to review details thoroughly and make sound decisions
• Good judgment in balancing customer experience, policy compliance, and business risk
• Strong ownership and accountability in managing sensitive cases from start to end
• Able to work well under pressure in a fast paced and high-volume environment
• Strong stakeholder management skills and ability to coordinate across multiple teams
• Good problem-solving skills with ability to identify patterns, root causes, and operational gaps
• Familiarity with internal case management systems, SOP interpretation, and escalation workflows is an added advantage
• Experience in handling management escalations, high risk complaints, walk in cases, or backend dependent cases is preferred