Customer Service Executive - Ecommerce

I. Marketplace Chat & Customer Support
• Manage daily customer chat through TikTok Shop Seller Center and Shopee Seller Center.
• Respond promptly and professionally to pre-sale and post-sale customer inquiries.
• Provide accurate information regarding: Products and product usage based on approved information, promotions, vouchers and platform campaigns; Product availability, Order status, Shipping and delivery, Payment, Cancellation, return and refund policies
• Support customers through the purchase journey and help resolve barriers to order completion.
• Maintain Abbott's required communication tone and customer-service standards.
• Use approved FAQs, scripts, saved replies and platform automation tools to improve response efficiency while maintaining response quality
II. Order & After-Sales Management
• Support customers on order-related issues including: Order cancellation, Failed or delayed delivery, Missing, incorrect or damaged products, Return and refund requests, Payment-related issues, Promotion or voucher issues
• Monitor open customer cases and follow up until resolution.
• Coordinate with Warehouse, Logistics, Marketplace Operations, and other relevant teams to investigate cases.
• Work with platforms support teams where platform intervention is required.
• Maintain proper records and evidence for disputes, refunds and platform claims
III. Complaint Handling & Escalation
• Receive, categorize and manage customer complaints according to Abbott's SOPs.
• Identify cases requiring escalation and immediately route them to the appropriate internal teams.
• Escalate potential product quality, safety or other regulated complaints to the Operation Executive/CS manager or designated internal function according to company procedures.
• Follow up with responsible teams and ensure customers receive appropriate updates within committed timelines.
• Identify recurring complaints and provide insights on root causes and improvement opportunities.
IV. Ratings, Reviews & Customer Experience
• Monitor customer ratings and reviews on ecommerce platforms.
• Respond to customer reviews according to Abbott guidelines.
• Proactively investigate 1-3 star reviews and negative customer feedback and coordinate corrective actions where appropriate.
• Track key drivers of negative ratings such as: Product issues, Packaging, Fulfillment, Delivery, Promotion misunderstanding, Customer-service experience
• Consolidate Voice of Customer insights and recommend improvements to Marketplace Operations and relevant stakeholders.
V. Store Health & Service Performance
• Monitor customer-service-related platform metrics including: Chat response rate, First-response time, Customer satisfaction, Customer ratings, Complaint volume, Negative review rate, Refund / return-related issues
• Alert the Marketplace Operations team when customer-service performance may impact store rating, store health, campaign eligibility or platform penalties.
• Support investigation and corrective-action plans when store-operation scores fall below target.
• Ensure customer communication complies with platforms and Abbott policies.
VI. Performance Management & Reporting
• Maintain daily/weekly tracking of customer-service workload and performance.
• Identify opportunities to improve FAQs, scripts, chatbot logic and customer-service processes.
• Share customer insights with E-commerce, Brand, Supply Chain and other relevant teams to improve the overall customer journey.
• Execute internal operational procedures linked to customer