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Customer Support Associate

Customer Service
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KL Eco City, Kuala Lumpur

About The Job

What you'll be doing: 
  • Manage customer success and happiness of our 22,000+ merchants by providing top-notch support and service to all of our merchants in the region. 
  • Answer any incoming questions via live-chat, email and handle customer enquiries. 
  • Provide effective feedback to the product team to prioritise development tasks and suggest new product features. 
  • Be a strong advocate for our brand and product, interact and build a community of loyal customers. 
  • Perform other administrative duties pertaining to all marketing and sales activities. 
  • Prepare and present a workshop event for our merchants. 
  • Meet upselling/ retention target. 

Job Requirements

Who we're looking for: 
  • High school certification, University Diploma/ Degree. 
  • 1-2 years of experience in E-commerce and Customer Service is preferred. 
  • Fresh graduates are welcomed to apply!
  • Excellent communication skills, good command of Mandarin & English. 
  • Candidate has to be able to read, write & speak in Mandarin
    *Please apply only if you can fullfill this requirement*
  • Strong typing skills in:  Traditional Chinese, English & Bahasa Malaysia. 
  • Well organised and good time management skills. 
  • Self-starter and good team player. 
  • 100% customer-focused attitude. 
  • Positive attitude, patient with people and willing to learn. 
  • Ability to handle multiple tasks under pressure. 
  • Curious and interested in technology and new products. 
  • Experience in any customer facing role is preferred. 

Our Culture


Founded in 2013, SHOPLINE’s mission is to build an e-commerce platform where merchants can create their own online shop and provide the best shopping experience to their customers. SHOPLINE’s system allows merchants to quickly and easily create their own online shops that could be viewed on all mobile devices. It also comes with comprehensive features such as order and inventory management systems, payment and logistics systems, design themes, shop analytics tools, promotion tools, plus integration with various 3rd party services.
With our excellent team, we were accepted into the Silicon Valley-based 500 Startups accelerator in 2014. We were also one of the first startups invested by Alibaba Entrepreneurs Fund in 2016. Our team is agile and we provide benefits and support comparable to overseas startups. If you are interested in e-commerce or working in a startup environment, come talk to us!


  • Our team is smart, friendly, self-driven, and passionate about the work we do.
  • We work in a collaborative open space where we encourage creativity and ideas flow freely.
  • You’ll be able to steer the future roadmap to improve our products, big or small, and see the results of your products reach our customers.
  • Get to work with flexible working hours. Our priority is on getting the job done.
  • Flat structure environment, you will be able to work independently and make your own choices.
  • We provide guidance and mentorship to polish your technical skills as well as your entrepreneurship mindset.
  • Ability to deploy and launch your work daily. No need to wait for lengthy management approval.