Customer Service Officer, Live Chat (E-Commerce)

About the Role

We are looking for a Customer Service Officer to handle live chat support for our e-commerce customers. You'll be the front-line voice of the brand — responding to customer inquiries in real time, resolving issues quickly, and making sure every customer walks away with a positive experience. This role is a great fit for someone with strong typing skills, a genuine service mindset, and an interest in e-commerce.

Responsibilities

• Respond to customer inquiries via live chat in a timely, clear, and professional manner
• Handle product, order, shipping, payment, and return/refund questions across our e-commerce channels
• Identify and resolve customer issues efficiently, escalating complex cases to the relevant team when needed
• Maintain accurate records of customer conversations, issues, and resolutions
• Monitor and respond to messages across marketplace platforms including Shopee, Lazada, and TikTok Shop
• Ensure fast response times and high customer satisfaction scores
• Stay up to date on product information, promotions, and platform policies to provide accurate guidance to customers
• Collaborate with internal teams (Operations, Warehouse, Marketing) to resolve order-related issues
• Provide feedback on recurring customer pain points to help improve service processes

Requirements

• 1 year of experience or less is fine — candidates with no prior experience but strong typing and communication skills are welcome to apply
• Familiarity with Shopee, Lazada, and/or TikTok Shop platforms is an advantage
• Strong typing speed and accuracy
• Clear communication skills in Thai (required); proficiency in English is a plus
• Genuine service-minded attitude with patience and a positive approach to problem-solving
• Ability to multitask and stay calm while handling multiple chat conversations at once
• Comfortable working in a fast-paced, target-driven environment
• Basic computer literacy and comfort navigating multiple platforms/tools simultaneously