Marketplace Assistant

Marketplace & Customer Support

● Answer customer messages and inquiries across Lazada, Shopee, and TikTok Shop once active.
● Handle customer queries regarding:

○ Order status and updates

○ Missing or incorrect orders

○ Logistics and delivery concerns

○ Returns and refunds

○ Other marketplace-related concerns

● Provide appropriate solutions to customer concerns while following company policies and marketplace guidelines.

● Make appropriate decisions and take action on customer and operational concerns within the assigned authority, rather than escalating every issue unnecessarily.

● Escalate only matters that require management approval or fall outside established guidelines.

Order Processing & Fulfillment

● Prepare daily pick-and-pack lists based on confirmed orders.

● Print waybills and ensure they are correctly matched to the corresponding orders.

● Process waybills and orders across marketplace and logistics partners, including:

○ J&T

○ GOGO

○ LBC

○ Ninja Van

○ Lalamove

● Handle Lalamove orders, including coordinating pickup, monitoring delivery status, and addressing delivery-related concerns.

● Sort orders by platform (Lazada, Shopee, TikTok Shop) and by product for efficient ulfillment.

● Coordinate with the packing and warehouse teams to ensure orders are prepared and dispatched on time.

● Monitor order statuses and proactively address delays, failed deliveries, or other fulfillment issues.

Marketplace Claims & Disputes

● File and manage disputes/claims for eligible marketplace orders.

● Submit the required documentation, evidence, and information needed to support claims.

● Monitor the status of filed disputes and follow up until resolution.

● Ensure claims are filed within the required marketplace timelines.

● Maintain proper records of disputes, outcomes, and any required follow-up actions.

Returns & Refunds

● Handle customer inquiries and concerns regarding returns and refunds.

● Review the circumstances of return/refund requests and determine the appropriate action based on company policy and marketplace rules.

● Coordinate with the warehouse or fulfillment team when returned products need to be checked or validated.

● Process or escalate refund and return cases when necessary.

● Monitor unresolved return and refund cases until completion.

Inventory & Marketplace Management

● Assist in updating stock availability and product listings when needed.

● Monitor marketplace inventory and flag potential stock discrepancies.

● Maintain accurate and organized order and inventory records.

● Assist in identifying recurring marketplace issues that may affect fulfillment or customer experience.

Reporting & Documentation

● Assist in generating simple reports related to:

○ Marketplace orders

○ Returns and refunds

○ Claims and disputes

○ Customer concerns

○ Delivery issues

● Maintain accurate documentation of marketplace transactions and customer cases.

● Report recurring issues or operational concerns to the appropriate team or manager.