Ecommerce Operation

Mô tả Công việc
1. Customer Service (CS - Chat & Customer Feedback)
Handle live chat according to assigned shifts and respond within platform SLA.
Reply to customer reviews and inquiries using standard scripts while ensuring compliance with content guidelines.
Resolve customer issues related to orders, provide product information, order guidance, and warranty policy support.
Continuously improve customer service processes and workflows.
2. Refunds & Returns Management
Receive and process refund/return requests from customers.
Verify eligibility, prepare evidence (photos, videos, documents), and submit disputes/claims to Shopee/Lazada within deadlines to minimize rejection rates.
Follow up with customers to increase withdrawal rates of refund requests.
Maintain and update daily Refund Tracker, highlight cases nearing deadline.
3. E-commerce Inventory Management
Monitor actual stock levels across online warehouse, central warehouse, and e-commerce platforms.
Ensure accurate stock synchronization across systems to avoid overselling or unlisted stock-outs.
Coordinate with warehouse and line manager to update stock levels promptly.
Prepare inventory reports, classify fast-moving vs. slow-moving items, and propose stock transfers, replenishments, or clearance.
Provide alerts when inventory falls below safety thresholds.
4. Operational Tracking & Reporting
Generate periodic reports on on-time delivery rate, return/refund rate, inventory accuracy, and operational costs.
Analyze root causes of operational issues and propose corrective actions.