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.
