Customer Service Representative (CSR)

Key Responsibilities

• Respond to customer inquiries through chat, email, phone, and e-commerce platforms such as Shopee, Lazada, TikTok Shop, and other online channels.

• Assist customers with product inquiries, orders, payments, shipping, returns, refunds, and exchanges.

• Monitor and respond to customer messages promptly and professionally.

• Process and coordinate customer orders and ensure accurate order information.

• Handle customer complaints and provide appropriate solutions or escalate concerns when necessary.

• Coordinate with Warehouse, Logistics, Sales, and Operations teams regarding order and delivery concerns.

• Monitor order status, cancellations, failed deliveries, and return-to-sender cases.

• Provide accurate product information, including product features, availability, pricing, and promotions.

• Maintain accurate records of customer interactions, concerns, and resolutions.

• Assist in managing customer reviews, ratings, and feedback.

• Follow company policies and procedures when handling customer concerns and refunds.

• Perform other customer service and e-commerce-related tasks as assigned by management.

Key Qualifications

• With 6 months–1 year of customer service, e-commerce, or online selling experience preferred.
• Experience with Shopee, Lazada, TikTok Shop, or other e-commerce platforms is an advantage.
• Excellent written and verbal communication skills.
• Strong customer service and problem-solving skills.
• Good computer literacy and familiarity with Google Workspace, Microsoft Office, and chat platforms.
• Able to handle multiple customer inquiries and tasks efficiently.
• Detail-oriented and organized, particularly when handling orders and customer information.
• Patient, professional, and able to deal with difficult or demanding customers.
• Willing to work on shifting schedules, weekends, or holidays, if required.
• Able to work independently and as part of a team.
• Fast learner, proactive, and adaptable in a fast-paced e-commerce environment.