Job Overview
The Livestream & Customer Experience Executive is responsible for planning, executing, and optimising livestream sales across TikTok and Shopee, while managing end-to-end customer interactions across all online and offline touchpoints.
This role blends livestream commerce strategy, customer service, front-line sales, and overseas livestream support, ensuring a consistent and high-quality brand experience across all markets. The executive will also support walk-in customers at the office, handle enquiries, and close sales both online and offline.
Key Responsibilities
Livestream Planning & Execution (TikTok & Shopee)
- Plan and coordinate livestream schedules, themes, and product line-ups for TikTok and Shopee.
- Develop targeted livestream strategies based on campaigns, product launches, and sales objectives.
- Prepare livestream scripts, product highlights, pricing strategies, and call-to-action flow to drive conversions.
- Coordinate with hosts, inventory, and operations teams to ensure smooth livestream execution.
- Track livestream performance metrics and recommend improvements.
- Stay updated on livestream trends, platform features, and best practices.
Overseas Livestream Support & Travel
- Travel with the team for overseas livestreams are required, approximately once every one to two months.
- Support on-site livestream operations, coordination,and customer engagement during overseas sessions.
- Ensure consistency in brand presentation and customer experience across international livestreams.
- Assist with on-ground logistics and coordination related to livestream activities when needed.
Walk-In Customer Service & Sales
- Attend to walk-in customers at the office in a professional and friendly manner.
- Provide product recommendations based on customer needs.
- Handle enquiries, promotions, and pricing clearly.
- Close walk-in sales and ensure proper follow-up.
- Manage and respond to customer enquiries across all communication channels, including:
- WhatsApp
- TikTok
- Shopee
- Lazada
- Email and other assigned platforms
- Handle pre-sales, order-related, and post-sales enquiries professionally.
- Resolve issues and escalate when necessary.
- Maintain accurate and consistent communication across platforms.
Requirements & Skills
- Experience in livestream commerce, e-commerce, sales, or customer service preferred.
- Familiarity with TikTok and Shopee livestream operations.
- Willingness and ability to travel overseas for work once every 1-2 months.
- Strong communication and customer engagement skills.
- Sales-oriented mindset with closing ability.
- Able to multitask and handle fast-paced environments.
- Responsible, adaptable, and a strong team player.
Performance Indicators (Optional)
- Livestream engagement and sales performance.
- Walk-in and online sales conversion.
- Customer response time and satisfaction.
- Campaign and overseas livestream execution effectiveness.
