Job Description

Job Summary

The E-Commerce Customer Service Representative (CSR) is responsible for handling customer
inquiries, complaints, and disputes across Lazada, Shopee, and TikTok platforms. This role
ensures timely and accurate responses to customer concerns, proper filing and monitoring of
disputes and claims, and close coordination with internal teams to maintain high store ratings
and platform compliance.

Key Responsibilities
Customer Support
. Respond to customer inquiries via chat and platform messaging tools in a timely and
professional manner.
. Handle concerns related to orders, deliveries, product issues, refunds, and returns.
. Ensure compliance with platform response time and customer service SLAs.
Dispute & Claims Handling
. File disputes and claims accurately on Lazada, Shopee, and TikTok Seller Centers.
. Prepare, upload, and manage supporting documents and evidence (e.g., packing videos,
photos, system logs).
. Monitor dispute status and follow up until resolution.
. Coordinate with Fulfillment, IT, and Operations teams for investigation and evidence
gathering.
After-Sales & Store Rating Management
. Help reduce Returns & Refunds (R&R) by resolving concerns proactively.
. Monitor customer feedback, ratings, and reviews.
. Escalate recurring issues or high-risk cases to supervisors.
Reporting & Coordination
. Maintain records of customer concerns, disputes, and resolutions.
. Provide daily or weekly updates on dispute volume, approval rates, and common issues.
. Support continuous improvement initiatives for customer experience and dispute
handling.

Qualifications

Qualifications

. At least 1 year experience ine-commerce customer serviceor online seller support
(Lazada, Shopee, TikTok experience is an advantage).
. Familiar withSeller Center tools, dispute filing, and chat support workflows.
. Good written communication skills in English and Filipino.
. Detail-oriented and organized, especially in documentation and evidence handling.
. Able to work under pressure and meet response time targets.

Skills and Competencies
. Strong customer service and problem-solving skills
. Basic understanding of e-commerce operations and fulfillment flow
. Ability to coordinate with cross-functional teams
. Patient, professional, and solution-oriented mindset

E-Commerce Customer Service Representative (CSR)

Representative, Customer Service