Customer Service - Regional E-commerce Website

About the role

Handle customer enquiries across SEA official e-commerce websites, including product, order, payment, delivery, return, refund, and exchange enquiries. Provide timely and professional customer support via email, live chat, and other customer service channels.

Key responsibilities

• Handle customer enquiries across SEA official e-commerce websites, including product, order, payment, delivery, return, refund, and exchange enquiries
• Provide timely and professional customer support via email, live chat, and other customer service channels
• Monitor and follow up on orders, delivery issues, returns, and refunds to ensure timely resolution
• Coordinate with E-commerce, Warehouse, Logistics, Finance, and local market teams to resolve customer issues
• Maintain customer service SOPs, FAQs, and standard responses
• Track customer feedback and service performance, identify recurring issues, and provide improvement suggestions
• Support daily customer service operations and e-commerce campaigns across SEA markets

About you

• 1 - 3 years of experience in E-commerce Customer Service, Customer Experience, or E-commerce Operations
• Experience with DTC / official e-commerce websites is preferred
• Familiar with Shopify, Shopline, or other e-commerce platforms is a plus
• Strong communication, problem-solving, and coordination skills
• Customer-oriented, detail-oriented, and able to work in a fast-paced environment
• Good command of English; additional SEA languages are a plus
• Proficiency in Excel / Google Sheets is preferred