We are looking for a dedicated and tech-savvy E-Commerce Customer Support Specialist to manage our daily customer interactions and marketplace operations. In this role, you will serve as the primary point of contact for both internal team members and external customers. You will be responsible for resolving inquiries, managing order issues across multiple regional e-commerce channels, and ensuring a seamless, high-quality service experience from purchase to delivery.
JOB DESCRIPTION
- Ensure customer satisfaction, meet efficiency metrics, and achieve issue resolution targets while surpassing customer expectations and fostering customer loyalty.
- Present resolutions promptly, follow up with customers in a timely manner, and offer recommendations to prevent recurrent issues.
- Provide feedback across multiple platforms to relevant teams (such as Marketing, Operations, Merchandising, Warehouse, etc.) to enhance the overall customer experience.
- Handle after-sales service, such as, but not limited to, the following:
Return and Exchange
Tracking of parcels for online purchases
Customer complaints
QUALIFICATIONS:
Education & Experience
- Education: College Graduate (Bachelor's degree in any field).
- Experience: Minimum of 1–2 years of proven experience in a customer service or customer support role.
Technical Proficiency
- E-Commerce Platforms: Familiarity with major e-commerce marketplaces, specifically Shopify, Lazada, Shopee, and Zalora.
- Helpdesk Software: Proficiency in using FreshDesk or similar ticketing/customer support CRM tools.
- Productivity Tools: Strong working knowledge of standard business applications, including Microsoft Word, Excel, and email messaging platforms.
Core Skills & Competencies
- Communication: Strong written and oral communication skills with excellent grammar, structure, and professional tone.
- Customer Care: Exceptional internal and external customer service skills, with a focus on problem-solving and patient support.
