Title:  Specialist, Services Customer Ecommerce

About The Role

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.

What You Will Deliver

Customer 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

What You Bring

Skills & Competencies

• 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

Other Requirements

• Familiarity with eCommerce platforms and customer service tools is a plus
• Ability to work under pressure in a fast-paced eCommerce environment

Education & Experience

• Diploma or Bachelor’s degree in Business Administration, Commerce, or related fields
• Prior experience in Customer Service or eCommerce Operations is an advantage

Why Join DKSH

At DKSH, we are driven by a purpose that goes beyond the ordinary: enriching people's lives. Through the products and services we provide, DKSH positively impacts millions of lives everyday. Join our team where entrepreneurship meets flexible work arrangements. Take the leap and start a journey where you can grow and make a difference!

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