Online Customer Service Representative

The Customer Service Associate is responsible for handling customer inquiries, resolving concerns, and ensuring a high level of customer satisfaction across all platforms. This role supports daily operations by providing timely and accurate responses while coordinating with internal teams.

1. Customer Communication – Respond to customer inquiries in Tiktok, Lazada and Shopee with clear, accurate, and professional communication
2. Order Management Support – Handle order-related concerns including delivery, returns, refunds, and coordinate with internal teams
3. Issue Resolution – Resolve customer complaints within SLA and escalate complex concerns when necessary
4. Documentation and Monitoring – Record interactions and track recurring issues for reporting and improvement
5. Customer Experience – Ensure high satisfaction and maintain positive brand representation in all interactions

1. Campaign and Marketing Support – Manage increased inquiries during promotions and peak campaigns
2. Order Verification – Assist in order validation and fraud checking when needed
3. Knowledge Management – Support updates of FAQs, scripts, and internal guides
4. Process Improvement – Recommend improvements to enhance service efficiency and quality

1. At least a Senior High School graduate or a college undergraduate.
2. At least 1 year experience in Customer Service is an advantage.
3. Effective written and verbal communication skills.
4. Familiarity in eCommerce platforms and customer service tools (eg. Duoke) is an advantage but not required.

1. Customer-Focused Mindset – Prioritizes customer satisfaction by understanding needs and delivering accurate, timely solutions.
2. Problem-Solving – Able to analyze issues quickly and provide effective, practical resolutions.
3. Attention to Detail – Ensures all information, orders, and responses are correct and error-free.
4. Time Management – Efficiently handles multiple inquiries while meeting response time and SLA requirements in a fast-paced environment.
5. Team Collaboration – Works collaboratively with colleagues and contributes to a positive and productive work environment.