ASSISTANT, E-COMMERCE

GENERAL DESCRIPTION

The E-Commerce Assistant is responsible for supporting the day-to-day operations of online sales channels, ensuring smooth execution of product listings, order fulfilment, promotional campaigns, customer service, and inventory management. This role plays a key part in maintaining marketplace performance, enhancing customer experience, and driving online sales growth.

JOB DESCRIPTION
1. Daily E-Commerce Operations

• Manage product uploads, listing creation, pricing updates, and SKU maintenance across e-commerce platforms.
• Monitor marketplace performance and ensure store compliance with platform requirements.
• Support order processing, fulfilment coordination, and shipment tracking to achieve SLA targets.
• Ensure accurate product information, descriptions, specifications, and images are updated regularly.

2. Campaign & Promotional Support

• Assist in planning and executing online campaigns, flash sales, vouchers, bundle deals, free gifts, and promotional activities.
• Coordinate with internal teams and suppliers to ensure campaign readiness and stock availability.
• Monitor campaign performance and provide post-campaign reports and insights.
• Ensure promotional mechanics are correctly set up and executed across all platforms.

3. Inventory & Listing Management

• Monitor stock levels and coordinate replenishment with warehouse and procurement teams.
• Maintain inventory accuracy across all online channels to prevent overselling or stock discrepancies.
• Conduct regular audits on product listings to ensure pricing, content, and inventory information remain accurate.
• Manage product categorization and optimize listings for better visibility and conversion.

4. Customer Service & After-Sales Support

• Respond promptly to customer enquiries via marketplace chat, email, and social media channels.
• Handle customer complaints, returns, refunds, exchanges, and after-sales requests professionally.
• Monitor customer ratings and reviews and work with relevant departments to improve customer satisfaction.
• Maintain high response rates and customer service standards set by marketplace platforms.

5. Sales Reporting & Data Analysis

• Prepare daily, weekly, and monthly sales reports.
• Track key performance indicators (KPIs) such as sales revenue, conversion rates, traffic, customer ratings, and order fulfilment metrics.
• Assist in analyzing sales trends, customer behavior, and campaign effectiveness.
• Provide recommendations for operational improvements and sales growth opportunities.

6. Marketplace & Digital Support

• Support marketplace optimization activities including keyword updates, product ranking improvements, and content enhancements.
• Assist in coordinating digital marketing activities such as platform ads, affiliate campaigns, and livestream promotions.
• Monitor competitor activities, pricing strategies, and market trends.
• Support the implementation of new marketplace features and tools.

7. Administrative & Ad-Hoc Duties

• Maintain proper documentation and filing of e-commerce operational records.
• Coordinate with cross-functional teams including Marketing, Procurement, Warehouse, Customer Service, and Finance.
• Perform other duties and special projects assigned by management from time to time.

JOB REQUIREMENT

Education:

• Diploma or Degree in Marketing, Graphic Design, Mass Communication, E-Commerce, or any related field.

Knowledge and Experiences:

• At least 1–2 years of working experience in any marketplace.
• Familiar with e-commerce platforms such as Shopee, Lazada, and TikTok Shop, including seller tools and campaign mechanics..
• Knowledge of e-commerce metrics, customer engagement strategies, and ad performance optimization.
• Experience in handling store operations: product listing, promotions, vouchers, chat management, and order fulfilment.

Skills & Competencies:

• Basic Excel and reporting skills.
• Good attention to detail and time management.
• Able to follow SOPs and deadlines.

Special skills required

• Microsoft
• Innovative
• Strategic
• Creative thinker and self-driven.
• Active team player & strong communication skills.

Personal attributes

• Responsible, fast learner, and team oriented.
• Customer-focused and adaptable.