Kerja Sepenuh Masa, E-Commerce Customer Service (Tiktok) di Siti Khadijah Apparel Negeri Sembilan - Maukerja

The E-Commerce Customer Service is responsible for supporting daily TikTok Shop operations, including customer service, order management, and product listing updates. This role ensures a smooth customer experience, accurate product information, and efficient support during campaigns and LIVE sessions to help achieve sales and operational targets, while maintaining the store rating at 4.8 and above and ensuring the 12-hour response rate remains above 85%.

Key Responsibilities:

• Reply to customer chats professionally and in a timely manner; maintain 12-hour response rate above 85% and chat response time below 1 hour
• Handle customer complaints and order issues professionally; resolve customer issues within 24 hours
• Follow up on refund, return and cancellation cases; ensure 100% cases are updated and followed up within Tiktok SLA timeline
• Coordinate with warehouse/logistic team regarding shipping issues; resolve or escalate 100% of shipping-related issues within 24 hours
• Ensure smooth customer experience throughout purchase journey; maintain Tiktok Shop rating at 4.8 and above
• Monitor and respond to Tiktok customer reviews; reply to negative reviews within 24 hours and maintain positive review rate
• Create and upload products in Tiktok Shop Seller Center; product created 3 days before launching date
• Update product information, pricing, images and stock details; ensure markdown/promo price reflected
• Monitor product availability and inactive listings; check and update inactive/out of stock listings daily to ensure product visibility
• Perform any ad hoc task assigned by Superior

Qualifications / Experience / Skills required:

• Diploma/Degree in Marketing, E-commerce, Mass Communication, Business, or related field (preferred, but not always required).
• Fresh graduates are welcome if highly active on TikTok/social media.
• Experience in customer service, e-commerce operations, or live hosting is an added advantage.
• Problem-Solving Skills – Quick thinker in handling customer complaint or live session challenges.
• Able to multitask, work under pressure, and meet response time KPIs, especially during campaign periods
• Must be willing to work on weekends and during peak campaign periods as required

Working Arrangement:

• 5 days work, 2 days off (Monday to Sunday)
• Working hours: 1:00 PM – 10:00 PM
• Off days fall on weekdays or partial weekend
• Office & remote working arrangement

Job Type: Full-time

Benefits:

• Additional leave
• Dental insurance
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance
• Work from home

Ability to commute/relocate:

• Nilai: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• How long is your notice period?
• Are you willing to work on Weekend and Campaign period?

Work Location: In person