To manage day-to-day customer service operations across multiple eCommerce platforms and Brands, ensuring timely responses, effective complaint resolution, and a positive customer experience while complying with internal processes and platform requirements.
General ResponsibilitiesCustomer Support & Live Chat
Handle live chat and customer inquiries for all brands across 2 Business Units on eCommerce platforms (Shopee, Lazada, TikTok Shop, etc.)
Provide accurate product information, order status updates, and policy explanations
Ensure compliance with each platform's response time SLA
Complaint Handling
Receive, categorize, and resolve customer complaints related to:
Product quality (PV, QA issues)
Wrong or missing items
Delivery, packaging, and transportation issues
Coordinate with internal teams (Warehouse, QA, Logistics, KAM) to investigate and resolve cases
Follow up and update customers within committed timelines
Record recurring issues and escalate root causes for operational improvement
Rating & Review Monitoring
Monitor and manage customer ratings and reviews on eCommerce platforms
Respond to negative reviews and take corrective actions to minimize impact on store performance
Consolidate customer feedback and insights for service improvement
Internal Requests Management
Handle and support requests from Key
Account Managers (KAMs) related to orders, customers, and campaign operations
Support ad-hoc operational tasks as assigned
Invoicing & Documentation
Issue invoices upon customer request in accordance with internal procedures
Coordinate with Finance to ensure invoice accuracy and timely processing
Maintain proper documentation and records
Diploma or Bachelor's degree in Business Administration, Commerce, or related fields
Prior experience in Customer Service or eCommerce Operations is an advantage
Strong communication and problem-solving skills
Detail-oriented with good time management
Ability to multitask and manage high-volume inquiries across multiple brands
Proficient in MS Excel / Google Sheets
Familiarity with eCommerce platforms and customer service tools is a plus
Ability to work under pressure in a fast-paced eCommerce environment