Customer Service Representative

Role Summary The Customer Service & E-Commerce Specialist is responsible for handling customer inquiries, concerns, complaints, order-related issues, returns, refunds, and aftersales requests across various e-commerce platforms. The role ensures timely, accurate, and professional assistance while maintaining excellent customer service standards and contributing to a positive customer experience. Key Responsibilities Customer Service - Handle customer inquiries, concerns, complaints, and requests through e-commerce platforms, chat, email, and other customer service channels. - Provide accurate, timely, and professional responses to customers. - Assist customers with product information, order status, delivery concerns, payment issues, and other inquiries. - Handle difficult or dissatisfied customers professionally and courteously. - Document and track customer concerns and ensure proper resolution within established timelines. E-Commerce Aftersales - Handle returns, refunds, replacements, cancellations, failed deliveries, damaged items, missing items, and other aftersales concerns. - Process customer requests in accordance with company policies and e-commerce platform guidelines. - Coordinate with the Warehouse, Operations, Sales, Logistics, and other relevant departments to resolve order-related concerns. - Monitor pending returns, refunds, replacements, and other unresolved cases until completion. - Ensure proper documentation and accurate recording of all aftersales transactions. Complaint & Issue Resolution - Investigate customer concerns and provide appropriate solutions based on company policies. - Handle escalated or complex customer concerns when necessary. - Coordinate with concerned departments to resolve issues efficiently. - Identify recurring customer concerns and report them to the appropriate department for corrective action. - Maintain professionalism and composure when dealing with challenging customer situations. E-Commerce Platform Support - Respond to customer inquiries and concerns across major e-commerce platforms such as Shopee, Lazada, TikTok Shop, and other applicable channels. - Follow platform-specific procedures for returns, refunds, disputes, cancellations, and customer complaints. - Monitor customer messages and ensure responses are provided within required response times. - Assist in maintaining good customer service performance and compliance with platform requirements. Monitoring & Reporting - Monitor customer concerns, complaints, returns, refunds, cancellations, and other aftersales cases. - Maintain accurate records of customer service transactions and unresolved concerns. - Prepare reports or summaries of customer concerns and aftersales issues when required. - Monitor response time, resolution time, and other assigned customer service performance indicators. - Provide feedback regarding recurring customer and operational issues. Process Improvement - Provide suggestions to improve customer service and aftersales processes. - Identify recurring issues that may affect customer satisfaction and recommend possible solutions. - Assist in updating customer service guidelines, FAQs, scripts, and process documentation. - Stay updated on company policies, product information, and e-commerce platform procedures. Qualifications - Bachelor’s Degree in Business Administration, Marketing, Communications, Management, or a related field. - At least 2–3 years of relevant experience in Customer Service, E-Commerce, Aftersales, Customer Experience, or a similar role. - Experience handling e-commerce customer inquiries, complaints, returns, refunds, cancellations, and order-related concerns. - Experience with Shopee, Lazada, TikTok Shop, or similar e-commerce platforms is an advantage. - Excellent verbal and written communication skills. - Strong customer service and problem-solving skills. - Ability to handle difficult customer concerns professionally. - Strong attention to detail and accuracy. - Good organizational and time-management skills. - Ability to manage multiple customer concerns and priorities. - Proficient in Microsoft Office and/or Google Workspace. - Familiarity with CRM, ticketing systems, chat platforms, or e-commerce seller centers is an advantage. - Customer-focused, proactive, dependable, and highly organized. Key Competencies - Customer Service Excellence - Complaint Handling - E-Commerce & Aftersales Knowledge - Problem Solving - Communication Skills - Attention to Detail - Case Management - Customer Experience - Time Management - Cross-Functional Coordination Benefits - Employee Discount - Paid Training - Opportunities for Promotion - Promotion to Permanent Employee - Career Growth and Development Opportunities