E-Commerce CSR

About the role

The E-Commerce Customer Service Representative (CSR) is responsible for handling customer inquiries, complaints, and disputes across Lazada, Shopee, and TikTok platforms. This role ensures timely and accurate responses to customer concerns, proper filing and monitoring of disputes and claims, and close coordination with internal teams to maintain high store ratings and platform compliance.

Key responsibilities

• Respond to customer inquiries via chat and platform messaging tools in a timely and professional manner
• Handle concerns related to orders, deliveries, product issues, refunds, and returns
• Ensure compliance with platform response time and customer service SLAs
• File disputes and claims accurately on Lazada, Shopee, and TikTok Seller Centers
• Prepare, upload, and manage supporting documents and evidence (e.g., packing videos, photos, system logs)
• Monitor dispute status and follow up until resolution
• Coordinate with Fulfillment, IT, and Operations teams for investigation and evidence gathering
• Help reduce Returns & Refunds (R&R) by resolving concerns proactively
• Monitor customer feedback, ratings, and reviews
• Escalate recurring issues or high-risk cases to supervisors

About you

• At least 1 year experience in e-commerce customer service or online seller support
• Familiar with Seller Center tools, dispute filing, and chat support workflows
• Good written communication skills in English and Filipino
• Detail-oriented and organized, especially in documentation and evidence handling
• Able to work under pressure and meet response time targets
• Strong customer service and problem-solving skills
• Basic understanding of e-commerce operations and fulfillment flow
• Ability to coordinate with cross-functional teams
• Patient, professional, and solution-oriented mindset