Customer Service Representative

Role Summary

The Customer Service & E-Commerce Aftersales Specialist is responsible for handling customer inquiries, concerns, complaints, order-related issues, returns, refunds, and aftersales requests across various e-commerce platforms. The role ensures timely, accurate, and professional assistance while maintaining excellent customer service standards and contributing to a positive customer experience.

Key Responsibilities

Customer Service

• Handle customer inquiries, concerns, complaints, and requests through e-commerce platforms, chat, email, and other customer service channels.
• Provide accurate, timely, and professional responses to customers.
• Assist customers with product information, order status, delivery concerns, payment issues, and other inquiries.
• Handle difficult or dissatisfied customers professionally and courteously.
• Document and track customer concerns and ensure proper resolution within established timelines.

E-Commerce Aftersales

• Handle returns, refunds, replacements, cancellations, failed deliveries, damaged items, missing items, and other aftersales concerns.
• Process customer requests in accordance with company policies and e-commerce platform guidelines.
• Coordinate with the Warehouse, Operations, Sales, Logistics, and other relevant departments to resolve order-related concerns.
• Monitor pending returns, refunds, replacements, and other unresolved cases until completion.
• Ensure proper documentation and accurate recording of all aftersales transactions.

Complaint & Issue Resolution

• Investigate customer concerns and provide appropriate solutions based on company policies.
• Handle escalated or complex customer concerns when necessary.
• Coordinate with concerned departments to resolve issues efficiently.
• Identify recurring customer concerns and report them to the appropriate department for corrective action.
• Maintain professionalism and composure when dealing with challenging customer situations.

E-Commerce Platform Support

• Respond to customer inquiries and concerns across major e-commerce platforms such as Shopee, Lazada, TikTok Shop, and other applicable channels.
• Follow platform-specific procedures for returns, refunds, disputes, cancellations, and customer complaints.
• Monitor customer messages and ensure responses are provided within required response times.
• Assist in maintaining good customer service performance and compliance with platform requirements.

Monitoring & Reporting

• Monitor customer concerns, complaints, returns, refunds, cancellations, and other aftersales cases.
• Maintain accurate records of customer service transactions and unresolved concerns.
• Prepare reports or summaries of customer concerns and aftersales issues when required.
• Monitor response time, resolution time, and other assigned customer service performance indicators.
• Provide feedback regarding recurring customer and operational issues.

Process Improvement

• Provide suggestions to improve customer service and aftersales processes.
• Identify recurring issues that may affect customer satisfaction and recommend possible solutions.
• Assist in updating customer service guidelines, FAQs, scripts, and process documentation.
• Stay updated on company policies, product information, 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.
• Experience handling e-commerce customer inquiries, complaints, returns, refunds, cancellations, and order-related concerns.
• Experience with Shopee, Lazada, TikTok Shop, or similar e-commerce platforms is an advantage.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving skills.
• Ability to handle difficult customer concerns professionally.
• Strong attention to detail and accuracy.
• Good organizational and time-management skills.
• Ability to manage multiple customer concerns and priorities.
• Proficient in Microsoft Office and/or Google Workspace.
• Familiarity with CRM, ticketing systems, chat platforms, or e-commerce seller centers is an advantage.
• Customer-focused, proactive, dependable, and highly organized.

Key Competencies

• Customer Service Excellence
• Complaint Handling
• E-Commerce & Aftersales Knowledge
• Problem Solving
• Communication Skills
• Attention to Detail
• Case Management
• Customer Experience
• Time Management
• Cross-Functional Coordination

Benefits

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