Ecom Customer Service Specialist

Job Summary

We are seeking a dedicated and customer-focused E-commerce Customer Service Specialist to manage customer inquiries, orders, and post-purchase support across our online sales channels. The ideal candidate will ensure excellent customer experience, resolve issues efficiently, and support the growth of our e-commerce business.

Key Responsibilities

Respond promptly to customer inquiries via email, live chat, phone, and social media platforms

Handle order processing, order tracking, cancellations, returns, refunds, and exchanges

Resolve customer complaints professionally and escalate complex issues when necessary

Provide accurate information about products, pricing, promotions, and policies

Coordinate with warehouse, logistics, marketing, and technical teams to ensure smooth order fulfillment

Maintain and update customer records in CRM or e-commerce systems

Monitor customer feedback, reviews, and ratings to improve service quality

Assist in managing FAQs, help center content, and standard response templates

Support sales campaigns, promotions, and peak-season operations

Meet or exceed customer satisfaction, response time, and resolution KPIs

Handle other admin tasks related to Contract, and Budget, Cashflow & Reconciliation

Job requirements

Bachelor's degree or equivalent experience (preferred)

13 years of customer service experience, preferably in e-commerce or retail

Familiarity with e-commerce platforms (e.g., TikTok shop, Lazada, Shopee) is a plus

Excellent problem-solving and conflict-resolution skills

Ability to multitask and work in a fast-paced environment

Customer-oriented mindset with high attention to detail

Proficiency in MS Office and CRM tools

Preferred Skills

Experience with online payment systems and logistics processes

Understanding of basic e-commerce metrics and KPIs