Customer Service Representative

Key Responsibilities Provide timely and professional chat support to customers through e-commerce platforms such as Shopee, Lazada, and TikTok Shop. Respond to customer inquiries regarding orders, products, payments, delivery, returns, refunds, and other concerns. Assist customers in resolving issues and provide appropriate solutions in accordance with company policies. Monitor and respond to customer messages promptly to maintain high response rates and customer satisfaction. Handle customer complaints professionally and escalate complex or unresolved concerns to the appropriate department. Monitor and manage customer ratings, reviews, and feedback across e-commerce platforms. Respond appropriately to negative reviews and customer feedback to help protect and improve the company’s store rating and reputation. Encourage positive customer experiences through excellent service and proper handling of concerns. Coordinate with the Warehouse, Sales, Logistics, and other relevant departments regarding order and customer concerns. Follow up on pending customer concerns and ensure timely resolution. Monitor key customer service metrics such as chat response time, response rate, customer satisfaction, ratings, and reviews. Key Qualifications With 6 months–1 year of customer service, e-commerce, or online selling experience preferred. Experience with Shopee, Lazada, TikTok Shop, or other e-commerce platforms is an advantage. Excellent written communication skills. Strong customer service and problem-solving skills. Good computer literacy and familiarity with Google Workspace, Microsoft Office, and chat platforms. Able to handle multiple customer inquiries and tasks efficiently. Detail-oriented and organized, particularly when handling orders and customer information. Patient, professional, and able to deal with difficult or demanding customers. Willing to work on shifting schedules, weekends, or holidays, if required.