Job Overview:

We are seeking a detail-oriented and customer-focused Ecommerce Customer Service Representative to handle inquiries, complaints, and support requests across online platforms. The role ensures a seamless shopping experience by assisting customers with orders, returns, payments, product information, and platform concerns.

Key Responsibilities:

• Respond promptly to customer inquiries via email, chat, social media, and phone.
• Provide product, order status, and account support with professionalism and accuracy.
• Process returns, exchanges, refunds, and replacements according to company policies.
• Coordinate with logistics, warehouse, and ecommerce teams to resolve delivery or order issues.
• Manage complaints with empathy and efficiency, escalating issues when necessary.
• Monitor and respond to customer reviews, comments, and messages on ecommerce platforms (e.g., Shopee, Lazada, TikTok Shop, Shopify).
• Assist customers with navigation and troubleshooting of the online store.
• Maintain customer service records and track issues for continuous improvement.
• Contribute to FAQs, customer service scripts, and knowledge base updates.
• Provide feedback to management regarding recurring issues and potential process improvements.

Qualifications:

• Proven experience in customer service, preferably in ecommerce or retail.
• Strong verbal and written communication skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Familiarity with ecommerce platforms (Shopee, Lazada, Shopify, TikTok Shop, etc.) is an advantage.
• Problem-solving skills and a customer-first attitude.
• Proficiency in MS Office, CRM tools, and chat/email platforms.

Key Skills:

• Customer service and communication
• Problem-solving and conflict resolution
• Ecommerce platform navigation
• Data entry and record-keeping
• Patience, empathy, and professionalism