CSR (E-Commerce)

Customer Service & E-Commerce Aftersales Specialist

Role Summary

The Customer Service & E-Commerce Aftersales Specialist is responsible for delivering timely, accurate, and professional customer support across various e-commerce platforms and communication channels. This role handles customer inquiries, complaints, order concerns, returns, refunds, replacements, cancellations, and other aftersales requests.

The position works closely with Warehouse, Operations, Sales, Logistics, and other relevant teams to ensure customer concerns are resolved efficiently and within established service standards. The role also contributes to improving customer experience, identifying recurring issues, and supporting the continuous improvement of customer service and aftersales processes.

ey Responsibilities

1. Customer Service

• Handle customer inquiries, concerns, complaints, and requests through e-commerce platforms, chat, email, and other designated customer service channels.
• Provide accurate, timely, courteous, and professional responses to customers.
• Assist customers with product information, order status, delivery concerns, payment issues, and other order-related inquiries.
• Manage difficult, dissatisfied, or demanding customers with professionalism, empathy, and composure.
• Document customer interactions and track concerns through resolution.
• Ensure all customer concerns are addressed within established response and resolution timelines.

2. E-Commerce Aftersales Management

• Manage returns, refunds, replacements, cancellations, failed deliveries, damaged or defective items, missing items, and other aftersales concerns.
• Process customer requests in accordance with company policies, procedures, and applicable e-commerce platform guidelines.
• Coordinate with Warehouse, Operations, Sales, Logistics, and other relevant departments to resolve order and aftersales concerns.
• Monitor pending returns, refunds, replacements, cancellations, and other unresolved cases until completion.
• Follow up on outstanding cases to ensure timely resolution and proper customer communication.
• Maintain complete and accurate documentation of all aftersales transactions and resolutions.

3. Complaint & Issue Resolution

• Investigate customer concerns and determine appropriate solutions based on company policies and established procedures.
• Handle escalated, sensitive, or complex customer concerns when necessary.
• Coordinate with relevant departments to investigate and resolve issues efficiently.
• Communicate resolutions clearly to customers and ensure appropriate follow-through.
• Identify recurring customer complaints, order issues, and service gaps and escalate them to the appropriate department for corrective action.
• Maintain professionalism, patience, and composure when handling challenging customer situations.

4. E-Commerce Platform Support

• Manage customer inquiries and concerns across major e-commerce platforms, including Shopee, Lazada, TikTok Shop, and other applicable channels.
• Follow platform-specific procedures and requirements for returns, refunds, disputes, cancellations, and customer complaints.
• Monitor customer messages and ensure responses are provided within required platform response times.
• Assist in maintaining strong customer service performance, store ratings, and compliance with applicable platform requirements.
• Stay informed about updates to platform policies, processes, and customer service requirements.

5. Monitoring & Reporting

• Monitor customer concerns, complaints, returns, refunds, cancellations, replacements, and other aftersales cases.
• Maintain accurate and up-to-date records of customer service interactions and unresolved cases.
• Prepare reports, summaries, and other customer service or aftersales documentation as required.
• Monitor assigned customer service performance indicators, including response time, resolution time, case volume, and pending cases.
• Track recurring customer and operational issues and provide relevant feedback to management and concerned departments.
• Escalate urgent, high-risk, or unresolved concerns to the appropriate team or supervisor.

6. Process Improvement

• Recommend improvements to customer service, complaint handling, and aftersales processes.
• Identify recurring issues affecting customer satisfaction, operational efficiency, or order fulfillment and recommend practical solutions.
• Assist in developing and updating customer service guidelines, FAQs, response templates, scripts, and process documentation.
• Provide feedback based on customer interactions to help improve products, services, processes, and the overall customer experience.
• Stay updated on company policies, product information, promotions, and e-commerce platform procedures.

Qualifications

• Bachelor’s Degree in Business Administration, Marketing, Communications, Management, or a related field.
• At least 2–3 years of relevant experience in Customer Service, E-Commerce, Aftersales, Customer Experience, or a similar role.
• Proven experience handling e-commerce customer inquiries, complaints, returns, refunds, cancellations, replacements, and order-related concerns.
• Experience using Shopee, Lazada, TikTok Shop, or similar e-commerce platforms is an advantage.
• Excellent verbal and written communication skills.
• Strong customer service, problem-solving, and conflict-resolution skills.
• Ability to handle difficult or escalated customer concerns professionally and calmly.
• Strong attention to detail and accuracy, particularly when handling orders, refunds, returns, and customer records.
• Excellent organizational and time-management skills.
• Ability to manage multiple cases, priorities, and deadlines in a fast-paced environment.
• Proficient in Microsoft Office and/or Google Workspace.
• Familiarity with CRM systems, ticketing platforms, chat tools, e-commerce seller centers, or similar systems is an advantage.
• Customer-focused, proactive, dependable, organized, and capable of working independently and collaboratively.

Key Competencies

• Customer Service Excellence
• Customer Experience Management
• Complaint & Conflict Resolution
• E-Commerce & Aftersales Management
• Problem Solving & Decision Making
• Verbal & Written Communication
• Attention to Detail & Accuracy
• Case & Issue Management
• Time Management & Prioritization
• Cross-Functional Coordination
• Process Improvement
• Adaptability & Professionalism

Benefits

• Employee Discount
• Paid Training
• Opportunities for Promotion
• Promotion to Permanent Employee
• Career Growth and Development Opportunities