Job Title: Sales Associate - Customer Service

Department: Sales

Work Set Up: Hybrid

Reports To: Sales Manager

Job Summary

The Sales Associate specializing in Marketplace Chat Support serves as a key ambassador of the brand across major online marketplaces. This role is responsible for delivering timely, accurate, and customer-focused chat assistance that supports purchasing decisions, drives sales conversions, and elevates overall customer satisfaction.

The Sales Associate works closely with the Sales, Marketplace Operations, and Fulfillment teams to ensure a seamless customer journey—from initial inquiry through order placement and post-purchase support. Success in this role requires exceptional communication skills, a service-oriented mindset, and the ability to thrive in a fast-paced e-commerce environment where every interaction contributes to the company's marketplace reputation and revenue performance.

Key Responsibilities

Customer Engagement & Chat Support

Respond promptly and professionally to customer inquiries across marketplace chat platforms (e.g., TikTok, Shopee, Lazada, Shopify).
Provide accurate product information, troubleshoot issues, and guide customers toward informed purchasing decisions.
Maintain brand voice and ensure every interaction reflects a high standard of service and professionalism.

Sales Support & Conversion

Utilize consultative communication techniques to improve sales conversions and reduce order hesitation.
Identify upsell or cross-sell opportunities based on customer needs and product knowledge.
Influence positive buying decisions through clear, confident, and knowledgeable responses.

Order Management & Issue Resolution

Assist customers with order status, returns, exchanges, and basic troubleshooting.
Coordinate with fulfillment and logistics teams to resolve shipping concerns or order discrepancies.
Escalate complex cases to the appropriate internal teams, ensuring timely resolution.

Marketplace Compliance & Process Accuracy

Adhere to marketplace communication policies, response guidelines, and internal SOPs.
Maintain current knowledge of product listings, inventory updates, promotions, and pricing.
Document interactions accurately within customer service tools and internal systems.

Performance Monitoring & Continuous Improvement

Meet or exceed KPIs including response time, customer satisfaction, resolution speed, and conversion metrics.
Identify recurring customer issues and recommend improvements to processes, scripts, or FAQs.
Contribute feedback to help refine operational workflows and enhance the customer experience.

Qualification And Requirements

Education

High school diploma or equivalent required.
Bachelor's degree in business, Communications, Marketing, or related field preferred but not mandatory

Experience

Experience in customer service, sales support, or e-commerce operations is preferred
Direct experience with marketplace platforms (TikTok, Shopee, Lazada, Shopify) preferred.

Skills & Competencies

Technical Skills:

Proficiency with customer service platforms and marketplace seller dashboards.
Strong typing speed and accuracy for efficient real-time chat responses.

Soft Skills:

Excellent written communication with the ability to convey information clearly and professionally.
Strong customer-centric mindset with a high level of patience, empathy, and problem-solving ability.
Ability to multitask and manage high chat volumes without compromising response quality.
Detail-oriented, organized, and reliable in meeting deadlines and performance metrics.
Team-oriented, adaptable, and receptive to feedback and process improvements.

EQUAL OPPORTUNITY STATEMENT

Dermorepubliq is an equal opportunity employer and is committed to creating an inclusive environment for all employees.