Customer Support & Live Chat

Handle live chat and customer inquiries for all brands across 2 Business Units on eCommerce platforms (Shopee, Lazada, TikTok Shop, etc.)
Provide accurate product information, order status updates, and policy explanations
Ensure compliance with each platform’s response time SLA

Complaint Handling

Receive, categorize, and resolve customer complaints related to:
- Product quality (PV, QA issues)
- Wrong or missing items
- Delivery, packaging, and transportation issues
Coordinate with internal teams (Warehouse, QA, Logistics, KAM) to investigate and resolve cases
Follow up and update customers within committed timelines
Record recurring issues and escalate root causes for operational improvement

Rating & Review Monitoring

Monitor and manage customer ratings and reviews on eCommerce platforms
Respond to negative reviews and take corrective actions to minimize impact on store performance
Consolidate customer feedback and insights for service improvement

Internal Requests Management

Handle and support requests from Key Account Managers (KAMs) related to orders, customers, and campaign operations
Support ad-hoc operational tasks as assigned

Invoicing & Documentation

Diploma or Bachelor’s degree in Business Administration, Commerce, or related fields
Prior experience in Customer Service or eCommerce Operations is an advantage
Strong communication and problem-solving skills
Detail-oriented with good time management
Ability to multitask and manage high-volume inquiries across multiple brands
Proficient in MS Excel / Google Sheets
Familiarity with eCommerce platforms and customer service tools is a plus
Ability to work under pressure in a fast-paced eCommerce environment

Specialist, Customer Service Ecommerce (Temporary contract: 8 months)

Job Description