Customer Service Officer

About the Role

Be the voice of our brand and create exceptional customer experiences that turn everyday enquiries into loyal relationships. You will play a vital role across the entire customer journey-responding to enquiries, processing orders and returns, and managing customer interactions across multiple e-commerce channels in a fast-paced environment.

Key Responsibilities

• Enquiry Management: Respond to customer enquiries promptly and proactively recommend suitable products, active promotions, and value bundles.
• Order & Resolution Support: Efficiently handle end-to-end order processing, deliveries, returns, refunds, cancellations, and customer complaints.
• Technical Assistance: Provide basic product guidance, troubleshooting support, and diligent follow-ups on warranty, repair, and servicing cases.
• Multi-Channel Operations: Manage live customer chats across Shopee, Lazada, TikTok Shop, Shopify, and other digital retail channels.
• Campaign Execution: Provide high-energy support during major e-commerce peak periods and campaigns (e.g., 9.9, 11.11, and 12.12).
• Continuous Improvement: Monitor customer feedback, identify recurring issues, and suggest actionable opportunities to improve our products and service quality.
• Cross-Functional Collaboration: Partner closely with internal logistics, sales, and technical teams to resolve complex customer issues quickly and effectively.

Requirements

• Experience: Minimum 1-2 years of relevant working experience. Prior experience in e-commerce platform operations or dedicated customer service roles is highly advantageous.
• Language Proficiency: Proficient in both spoken and written Mandarin to communicate effectively and seamlessly with Chinese-speaking customers.
• Communication Skills: Strong written communication, active listening, and empathetic problem-solving skills.
• Adaptability: Comfortable working in a fast-paced, high-volume e-commerce environment while managing multiple customer cases simultaneously.
• Attributes: Friendly, highly customer-focused, organized, and confident in interacting with people from all backgrounds.
• Technical Aptitude: Baseline product or technical knowledge is a plus, though comprehensive training will be fully provided.