Digital Marketing / E-commerce Executive

Position: Customer Service Representative

Project: Social Media Project
Jobscope: Handle voice call, chat, and email
Shift: 24/7 Rotational Shift
Job location: EQ site
Permanent position
Salary: Basic salary RM 5000 + KPI RM 300 + NSA RM 300

Benefits:
Annual Leave
AIA Insurance Coverage
Salary Increment

Requirements / Qualifications

• Bachelor's degree in Marketing, Business, Information Technology, or related field.
• 1+ years of experience in customer or technical support, preferably in a digital advertising or BPO environment.
• Hands-on experience with live chat and ticket management systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud).
• Strong understanding of digital advertising concepts such as CPC, CPM, targeting, and conversion tracking.
• Excellent written and verbal English communication skills; additional languages are a plus.
• Analytical mindset with the ability to interpret campaign data and identify optimization opportunities.
• Comfortable working in shifts, high-volume environments, and meeting daily performance targets.
• Strong interpersonal skills with a customer-first, empathetic approach to support.

Responsibilities

• Deliver real-time support to advertisers via live chat, email, and ticketing systems (Zendesk, Salesforce, or similar).
• Troubleshoot intermediate to complex issues related to campaign setup, ad performance, targeting, billing, and TikTok Pixel tracking.
• Guide advertisers through best practices for campaign optimization and platform usage.
• Maintain accurate and detailed case documentation, including customer interactions, troubleshooting steps, and resolution notes.
• Meet defined service-level agreements (SLAs) for response time, resolution, and customer satisfaction.
• Communicate complex product information clearly and professionally to advertisers with varying technical backgrounds.
• Identify common issues and share feedback with internal teams to improve workflows and product quality.
• Contribute to the internal knowledge base by documenting recurring cases and solutions.
• Collaborate with peers and Team Leads to continuously improve service quality and process efficiency.
• Operate effectively in a rotational shift environment supporting global advertisers across multiple time zones.

Job Types: Full-time, Permanent

Pay: RM4,500.00 - RM5,000.00 per month

Experience:

• Digital marketing: 1 year (Preferred)
• Social Media: 1 year (Preferred)
• E-commerce: 1 year (Preferred)

Language:

• Mandarin (Required)

Work Location: In person