Job Summary
The Customer Service Executive is responsible for delivering high-quality support across all e-commerce platforms. This role focuses on handling inquiries, resolving issues, and ensuring a seamless shopping journey to drive customer satisfaction and brand loyalty.
Job Responsibilities
- Provide prompt and professional responses to customer inquiries via email, live chat, social media, and phone calls.
- Manage end-to-end order issues, including processing, returns, refunds, and delivery status updates.
- Address and resolve customer complaints by providing effective solutions within established timelines.
- Collaborate with warehouse and product teams to streamline the resolution of complex inquiries.
- Monitor and report on customer feedback, identifying trends and recurring issues for management review.
- Execute returns processing accurately while adhering to Service Level Agreements (SLAs).
- Contribute to the testing and enhancement of customer service workflows and digital tools.
Job Requirements
- At least Diploma in Business, Communications, or a related field.
- At least 1–2 years of experience in a customer service role, with a strong preference for e-commerce backgrounds.
- Proficiency in managing e-commerce platforms such as Shopee, Lazada, and TikTok Shop.
- Excellent verbal and written communication skills with strong coordination abilities.
- Fast learner who is adaptable to frequent platform updates and process changes.
- Flexibility to work on weekends and public holidays, particularly during peak campaign periods.
