E-Commerce Customer Experience Associate

Job Responsibilities

• Handle customer enquiries across e-commerce platforms and social media channels on a daily basis.

• Manage customer complaints professionally by identifying root causes, providing appropriate solutions, and ensuring timely resolution.

• Provide customer service support during campaign peak periods, weekends, and public holidays when required.

• Attend to customer phone calls and conduct timely follow-ups to address enquiries and concerns.

• Manage return, refund, and dispute cases, including liaising with platform agents, account managers, and insurance providers for claims-related matters.

• Review and improve customer service workflows, processes, and SOPs to enhance efficiency and customer experience.

• Source, train, maintain, and troubleshoot customer service chatbots and AI-powered customer support tools.

• Assist with order fulfilment, packing, and other operational activities when required.

• Monitor, review, and respond to customer feedback and reviews across relevant platforms.

• Prepare repair quotations and coordinate customers repair cases with workshops and retail outlets.

• Identify sales opportunities during customer interactions, and recommend suitable products to maximise sales opportunities and achieve sales conversion.

• Perform other ad-hoc duties and support business operations as assigned.

Job Requirements & Qualifications

• Diploma or Bachelor's Degree in Business, Retail, Marketing, or a related field.

• Minimum 1-2 years of experience in customer service, e-commerce, retail, or sales roles.

• Customer-focused with strong problem-solving skills and the ability to handle challenging situations professionally.

• Good communication and interpersonal skills with strong follow-up abilities.

• Able to work well under pressure, manage multiple tasks, and work independently.

• Experience in e-commerce platforms, social media customer service, or chatbot/AI tools will be an advantage.