E-Commerce Customer Experience Associate

Join Top Cash and be part of our exciting growth journey, where innovation, teamwork, and excellence drive everything we do!

Job Responsibilities

• Handle customer enquiries across e-commerce platforms and social media channels on a daily basis.
• Manage customer complaints professionally by identifying root causes, providing appropriate solutions, and ensuring timely resolution.
• Provide customer service support during campaign peak periods, weekends, and public holidays when required.
• Attend to customer phone calls and conduct timely follow-ups to address enquiries and concerns.
• Manage return, refund, and dispute cases, including liaising with platform agents, account managers, and insurance providers for claims-related matters.
• Review and improve customer service workflows, processes, and SOPs to enhance efficiency and customer experience.
• Source, train, maintain, and troubleshoot customer service chatbots and AI-powered customer support tools.
• Assist with order fulfilment, packing, and other operational activities when required.
• Monitor, review, and respond to customer feedback and reviews across relevant platforms.
• Prepare repair quotations and coordinate customers’ repair cases with workshops and retail outlets.
• Identify sales opportunities during customer interactions, and recommend suitable products to maximise sales opportunities and achieve sales conversion.
• Perform other ad-hoc duties and support business operations as assigned.

Job Requirements & Qualifications

• Diploma or Bachelor's Degree in Business, Retail, Marketing, or a related field.
• Minimum 1–2 years of experience in customer service, e-commerce, retail, or sales roles.
• Customer-focused with strong problem-solving skills and the ability to handle challenging situations professionally.
• Good communication and interpersonal skills with strong follow-up abilities.
• Able to work well under pressure, manage multiple tasks, and work independently.
• Experience in e-commerce platforms, social media customer service, or chatbot/AI tools will be an advantage.