Title:  Specialist Customer Service Ecommerce

Job Summary

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 Responsibilities

Support & Live Chat

• Handle live chat and inquiries for all brands across 2 BUs on eCommerce platforms (Shopee, Lazada, TikTok Shop, etc.)
• Provide product information, order status, and policy clarification
• Ensure compliance with platform response time SLA

Complaint Handling

• Handle complaints related to product quality, missing/wrong items, and delivery or packaging issues
• Coordinate with Warehouse, QA, Logistics, and KAM to investigate and resolve cases
• Track recurring issues and escalate root causes for improvement

Rating & Review Monitoring

• Monitor ratings and reviews on eCommerce platforms
• Respond to negative reviews and take actions to protect store performance
• Consolidate feedback for service improvement

Internal Requests Management

• Support requests from KAMs related to orders, campaigns, and operations
• Handle ad-hoc operational tasks as assigned

Invoicing & Documentation

• Issue invoices upon request following internal procedures
• Coordinate with Finance for accuracy and timely processing
• Maintain proper records and documentation

Functional Skills and Knowledge

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

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