Customer Service Executive (Social Media)

Social Media Customer Service - Respond to customer inquiries via direct messages, comments, and tags on Instagram, TikTok, and Facebook.

Responsibilities

• Monitor and engage with comments on posts, reels, and TikTok videos to maintain a positive brand presence.
• Collaborate with the marketing team to align customer interactions with brand tone and campaigns.
• Handle customer questions, inquiries, and concerns through Shopee, TikTok Shop, and Lazada chat features.
• Resolve order-related issues such as tracking, delivery, refunds, and exchanges.
• Provide product recommendations and guide customers through the purchasing process.
• Monitor and respond to product reviews and ratings across marketplaces.
• Address negative reviews with solutions to resolve customer dissatisfaction and improve brand perception.
• Report recurring customer issues or complaints to the relevant teams for improvement.
• Maintain a customer-first mindset while handling inquiries across platforms.
• Record and categorize customer feedback to identify trends and opportunities for improvement.
• Escalate complex or unresolved issues to senior team members or managers.

Qualifications

• A minimum of bachelor’s degree in business administration, communications, marketing, or a related field.
• Relevant work experience may be considered in lieu of formal education.
• 1-2 years of experience in customer service, preferably in an e-commerce or retail environment.
• Experience in handling inquiries on social media platforms (Instagram, Facebook, TikTok) and marketplace platforms (Shopee, Lazada, TikTok Shop) is a plus.
• Strong written and verbal communication skills with an ability to communicate clearly and professionally.
• Proficiency in using social media and marketplace platforms for customer engagement.
• Knowledge of customer service software and tools (e.g., CRM, live chat platforms).
• Excellent problem-solving and conflict resolution skills.
• Ability to manage multiple inquiries simultaneously and prioritize tasks efficiently.
• Strong attention to detail, especially in tracking orders, resolving issues, and responding to feedback.
• Positive, customer-first attitude with a commitment to providing exceptional service.
• Ability to handle stressful situations and customer complaints with patience and professionalism.
• Good time management and multitasking skills.
• Ability to work independently as well as in a team environment.
• Basic knowledge of Microsoft Office Suite (Excel, Word, etc.) or equivalent software.
• Experience with online marketplaces and familiarity with order management systems (especially Shopee, Lazada, TikTok Shop) is an advantage.
• Fluency in English and Bahasa Malaysia is typically required. Additional language proficiency may be beneficial, depending on the market.