Customer Service Agent

Main Duties and Responsibilities Customer Communication – Respond to customer inquiries in Tiktok, Lazada and Shopee with clear, accurate, and professional communication Order Management Support – Handle order-related concerns including delivery, returns, refunds, and coordinate with internal teams Issue Resolution – Resolve customer complaints within SLA and escalate complex concerns when necessary Documentation and Monitoring – Record interactions and track recurring issues for reporting and improvement Customer Experience – Ensure high satisfaction and maintain positive brand representation in all interactions Ad Hoc and Operational Support Campaign and Marketing Support – Manage increased inquiries during promotions and peak campaigns Order Verification – Assist in order validation and fraud checking when needed Knowledge Management – Support updates of FAQs, scripts, and internal guides Process Improvement – Recommend improvements to enhance service efficiency and quality Job Qualifications At least a Senior High School graduate or a college undergraduate. At least 1 year experience in Customer Service is an advantage. Effective written and verbal communication skills. Familiarity in eCommerce platforms and customer service tools (eg. Duoke) is an advantage but not required.