Customer Service Representative (CSR)

About the role

The Customer Service Representative is responsible for managing, investigating, and processing return, refund, warranty, and logistics claims across various e-commerce platforms such as Shopee, Lazada, and TikTok Shop. The role focuses on ensuring timely claim submissions, preparing complete supporting documents, coordinating with internal teams and platform representatives, and maximizing claim recoveries while minimizing business losses.

Key responsibilities

• Review and evaluate return, refund, warranty, and logistics-related claims
• File disputes and claims within the required platform Service Level Agreement (SLA)
• Investigate customer claims involving defective items, empty parcels, missing accessories, counterfeit products, damaged items, wrong items, and suspected fraud
• Verify technical reports, diagnosis reports, serial numbers, and returned item conditions before claim submission
• Collect, validate, and organize supporting documents such as pre-pack and pre-shipment photos/videos, RTS unboxing videos, technical reports, diagnosis reports, waybill photos, and packaging videos
• Ensure all submitted evidence complies with platform requirements and internal SOPs
• Submit claims and disputes through Shopee, Lazada, TikTok Shop, and other e-commerce platforms
• Monitor claim progress and provide timely follow-ups until resolution
• Prepare formal appeal letters and escalation emails for denied or complex cases
• Work closely with Customer Service, Warehouse, RTS, Technical, Logistics, and Finance teams regarding claim-related concerns

About you

• College graduate or undergraduate in Logistics, Supply Chain Management, or any related field (advantage); fresh graduates welcome
• At least 6 months to 1 year of experience in Claims Processing, E-commerce Operations, Customer Service, or Logistics
• Good verbal and written communication skills
• Decision-making and problem-solving ability
• Knowledgeable of online platforms: Shopee, Lazada, TikTok Shop
• Competent in Google Sheets or Microsoft Excel (pivot tables, formulas, basic analysis)
• Proficient in Microsoft Office applications
• Ability to explain technical concepts in simple terms
• Attention to detail and proper documentation
• Team-oriented with a positive attitude