Our client specializes in health and beauty products, with a strong focus on e-commerce development. The parent company in Singapore has established a presence across major SEA markets, primarily engaged in the big health industry, offering health supplements and nutritional products.
Responsibilities:
- Provide end-to-end customer support for TikTok Shop and Shopee, including pre-sales inquiries, order follow-up, logistics tracking, and post-sales support.
- Respond promptly to customer inquiries regarding products, orders, shipping, promotions, and platform policies.
- Handle post-sales cases including refunds, returns/exchanges, product replacement, lost or delayed shipments, damaged goods, and customer complaints in accordance with platform rules and company SOPs.
- Manage platform disputes, negative review appeals, and support tickets while maintaining key service metrics such as response time, dispute rate, and negative review rate.
- Collect, analyze, and report customer service data, including inquiry volume, after-sales cases, refund reasons, negative review sources, and response times.
- Identify recurring customer issues and provide practical recommendations to improve customer service processes and product/service quality.
- Maintain records of customer issues and resolutions and support the optimization of customer service scripts and processes.
- Coordinate with Operations and Warehouse teams to resolve order and logistics issues and ensure timely closure.
- Follow platform policies and company procedures and complete daily reporting and performance reviews.
Requirements:
- Have experience in e-commerce after-sales/customer service, preferably with TikTok Shop or Shopee.
- Fluent in either Chinese or English.
- Basic data analysis skills and proficiency in Excel.
- Familiar with e-commerce after-sales processes, including refunds, disputes, and negative review appeals on TikTok Shop and Shopee.
- Strong customer service mindset, attention to detail, patience, and ability to work under pressure.
