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)

• 1–3 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