Customer Service Assistant (TikTok Shop)

Siti Khadijah Apparel, a Malaysian Islamic modest-wear brand established in 2009, is seeking a Customer Service Assistant to support its TikTok Shop e-commerce operations from its headquarters in Nilai, Negeri Sembilan. The company is a leading provider of Islamic lifestyle products including telekung (prayer garments), modest apparel for men and women, hijabs, prayer mats, and accessories, serving the Muslim community across Malaysia with over 49 boutiques and regional presence in Indonesia and Singapore.

Role Overview

Support daily TikTok Shop operations by managing customer interactions, order processing, and product listings. Ensure customer satisfaction, maintain accurate product information, and drive operational efficiency during routine business and special campaign/live-selling events.

Key Responsibilities

• Respond promptly and professionally to customer messages and inquiries
• Address customer complaints and resolve order-related issues
• Process and track refunds, returns, and cancellations
• Coordinate with warehouse and logistics teams to resolve shipping problems
• Monitor and respond to product reviews and customer feedback on TikTok
• Create and manage product listings in TikTok Shop Seller Center
• Maintain accurate product details, pricing, images, and stock information
• Monitor stock levels and manage inactive listings
• Complete ad hoc tasks as assigned by management

Work Schedule

• Full-time position (Monday–Sunday rotating schedule)
• Two shift options: morning (8:30 AM–5:30 PM) or afternoon (1:00 PM–10:00 PM)
• Afternoon shift offers flexible/partial work-from-home arrangement
• Rotating days off (Friday-Saturday or Sunday-Monday)
• Weekend and peak campaign availability required

Required Qualifications

• Diploma in Marketing, E-commerce, Mass Communication, Business, or related field (preferred but not mandatory)
• Experience in customer service, e-commerce operations, or live-hosting (advantageous)
• Quick thinking and composure under pressure, especially during live sessions
• Ability to multitask and meet KPI response-time targets during high-volume periods
• Willingness to work weekends and campaign periods as needed
• Strong communication, problem-solving, empathy, active listening, time management, customer relationship management, conflict resolution, and product knowledge

Compensation

Salary negotiable based on experience and qualifications.