Job Summary
The Customer Service Associate is responsible for handling customer inquiries, resolving concerns, and ensuring 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.
