Online Customer Service

Job Summary The Customer Service Associate is responsible for handling customer inquiries, resolving concerns, and ensuring a high level of customer satisfaction across all platforms. This role supports daily operations by providing timely and accurate responses while coordinating with internal teams. 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. Competencies - Customer-Focused Mindset – Prioritizes customer satisfaction by understanding needs and delivering accurate, timely solutions. - Problem-Solving – Able to analyze issues quickly and provide effective, practical resolutions. - Attention to Detail – Ensures all information, orders, and responses are correct and error-free. - Time Management – Efficiently handles multiple inquiries while meeting response time and SLA requirements in a fast-paced environment. - Team Collaboration – Works collaboratively with colleagues and contributes to a positive and productive work environment.