Job Overview:
We are looking for a motivated and detail-oriented Ecommerce Customer Service Representative to join our team. The ideal candidate is a great communicator who can handle customer inquiries efficiently and with a positive attitude. This role involves assisting customers with their orders, resolving issues, and providing information about our products and services.
Key Responsibilities:
- Respond promptly to customer inquiries via phone, email, live chat, and social media.
- Provide accurate, valid, and complete information by using the right methods and resources.
- Resolve product or service problems by clarifying the customer's issue, determining the cause, and offering the best solution.
- Process orders, refunds, and exchanges in a timely manner.
- Keep records of customer interactions, transactions, and issues, updating our internal systems.
- Identify and escalate priority issues to the appropriate department or supervisor.
- Follow up with customers to ensure their issues have been resolved.
- Collaborate with other teams (e.g., Warehouse, Purchasing) to improve the overall customer experience.
- Stay up-to-date with product knowledge and company policies to accurately assist customers.
Requirements:
- Previous experience in a customer service role (preferably in ecommerce/retail/call centre).
- Excellent verbal and written communication skills (English).
- Strong problem-solving skills and attention to detail.
- Ability to handle multiple tasks and prioritize efficiently.
- Proficiency with Microsoft Office and basic computer skills.
- Diploma or equivalent and above is a plus.
Preferred Skills:
- Experience working in ecommerce or online retail.
- Knowledge of common ecommerce platforms (Shopee, Lazada, Magento, etc.).
- Bilingual or multilingual skills are a plus.
What We Offer:
- Competitive salary with quarterly bonus if target are met and benefits package.
- Opportunities for growth and advancement.
- A supportive and collaborative team environment.
Work Schedule:
- Onsite shift work required (8.30am - 5.30pm/1pm - 10pm) rotating with the team.
- 6 off days every 4 weeks.
