Customer Service Executive

About the Job

In this role, you will be responsible for managing customer enquiries, resolving complaints, and ensuring a positive customer experience across various e-commerce platforms, including Shopee, Lazada, and TikTok Shop. You will work closely with internal teams, warehouse and logistics partners, and Key Account Managers to ensure smooth order fulfilment, timely issue resolution, and efficient customer service operations. The ideal candidate should possess strong communication, problem-solving, and coordination skills, with the ability to manage multiple customer enquiries in a fast-paced e-commerce environment. This role also involves monitoring customer service performance, preparing reports, and identifying opportunities to enhance operational efficiency and overall customer satisfaction.

Key Responsibilities:

E-Commerce Customer Service & Enquiry Management

• Manage and respond to customer enquiries, complaints and feedback across various e-commerce marketplace platforms, including Shopee, Lazada, TikTok Shop and other online sales channels.
• Provide timely, professional and accurate responses to customers regarding product information, order status, delivery arrangements, returns, refunds and other related enquiries.
• Monitor customer service inboxes and marketplace chat platforms to ensure enquiries are attended to within the required response time and platform service standards.
• Handle customer complaints and resolve issues professionally while maintaining a positive customer experience.
• Monitor customer reviews and ratings, and coordinate appropriate follow-up actions to address negative feedback.

Order Fulfilment & Service Recovery

• Liaise closely with warehouse and logistics partners to investigate order-related issues, including missing items, incorrect products, damaged goods, delayed deliveries and failed deliveries.
• Coordinate service recovery arrangements, including product replacements, reshipments, refunds and other appropriate resolutions.
• Follow up on outstanding cases to ensure timely resolution and customer satisfaction.
• Monitor recurring fulfilment issues and highlight operational gaps to the relevant internal teams for corrective action.
• Work closely with warehouse and logistics partners to ensure customer orders are fulfilled accurately and within the required delivery timelines.

Customer Service Reporting & Performance Monitoring

• Prepare and consolidate monthly customer service reports for management review.
• Track and analyse key customer service metrics, including enquiry volume, response time, resolution time, customer complaints, return and refund cases, and customer satisfaction.
• Monitor customer feedback, reviews and recurring complaints to identify areas for improvement.
• Highlight operational issues and provide insights or recommendations to improve customer service efficiency and overall customer experience.
• Maintain proper documentation and tracking of customer complaints, service recovery cases and outstanding issues.

Key Account & Internal Department Coordination

• Work closely with the Key Account Management team to address customer enquiries, order-related matters and specific customer requirements.
• Coordinate with internal departments, including Sales, Warehouse, Logistics and E-Commerce Operations, to ensure customers requests are fulfilled accurately and promptly.
• Assist in handling B2C customer enquiries relating to product availability, order fulfilment, delivery arrangements, invoices and other operational matters.
• Provide timely updates to Key Account Managers on outstanding customer issues and fulfilment status.
• Support ad-hoc operational and administrative tasks as assigned by the reporting manager.