Customer Service Representative (Chat Support)

ABOUT US

YAOYAO Group was founded in 2021 and focusing on home appliance market of South East Asia Countries. The key brand under YAOYAO Group is "Simplus", which is already the Top HA brand of Shopee, Lazada and Tiktok in the regions. With cutting-edge design, exceptional product quality, and a robust global operations network, Simplus is committed to provide "Beautiful Life, Affordable Price" products to the local SEA consumers. Our dynamic online presence includes more than 20 million followers across private domain channels and over 1 billion short video views in Southeast Asia. Since creation, we had proudly serve more than 10M local consumers.Demonstrate products from our e-commerce platform during live broadcasts, answer audience inquiries, provide recommendations, and guide viewers through the purchasing process.

POSITION TITLE: CUSTOMER SERVICE REPRESENTATIVE

Responsibilities:

1. Manage the team of CS ICs and establish SOPs.
2. Responsible for the live chat communication (pre-sales & after-sales) of PH customers.
3. Responsible for the maintenance of private messages and comments on the brand's official social media.
4. Respond to customer needs in a timely manner, guide purchases, and improve customer retention and conversion of consultation.
5. Help customers deal with after-sales problems according to the SOP process and improve customer satisfaction.
6. Accurately fill in the customer service work tickets as required to ensure the completeness and accuracy of the work tickets.
7. Participate in cross-department/cross-team communication, and promote the rapid resolution of various pre-sales and after-sales problems.
8. Closely coordinate with the international team, maintain consistency, and continuously improve customer satisfaction.

Qualifications：

1. Has the ability to create and/or produce documents.
2. Fluent (listening, speaking, reading, writing) in Tagalog and English (Mandarin is a plus).
3. Good learning ability, communication skills, execution ability and comprehension ability.
4. Experience working in customer service teams, particularly for e-commerce platforms.
5. Reliable and pays close attention to detail.

VALUES

YAOYAO is a vibrant, youthful, and approachable company. With a flat organizational structure and open communication, we embrace the culture of "Work Hard, Play Harder".

Our core values drive everything we do

• Result-Oriented
• Optimistic
• Direct
• Supportive
• Strive for Excellence

We are seeking for talented individuals to join us on our journey of global market expansion, and to build a long-term career at the dynamic and fast-growing YAOYAO company.

WHAT WE OFFER

1. Accelerated professional growth within a tier-1 internet new-retail powerhouse.
2. Market-competitive compensation & performance incentives.
3. Clear, merit-based fast-track promotion.
4. Supplemental premium medical coverage.
5. First-hand experience scaling a top-tier home-appliance brand globally.