Online Customer Service Representative

Job Summary

The Customer Service Associate is responsible for handling customer inquiries, resolving concerns, and ensuring a high level of 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.
  
  

Competencies

• Customer-Focused Mindset – Prioritizes customer satisfaction by understanding needs and delivering accurate, timely solutions.
• Problem-Solving – Able to analyze issues quickly and provide effective, practical resolutions.
• Attention to Detail – Ensures all information, orders, and responses are correct and error-free.
• Time Management – Efficiently handles multiple inquiries while meeting response time and SLA requirements in a fast-paced environment.
• Team Collaboration – Works collaboratively with colleagues and contributes to a positive and productive work environment.