Order Management Specialist

JOB DESCRIPTION (DUTIES AND TASKS)

• Respond to customer inquiries chat in a timely and professional manner

• Address and resolve customer concerns, complaints, and issues efficiently

• Provide accurate information about products, services, and company policies

• Process orders, returns, exchanges, and refunds as needed

• Maintain customer records and update account information

• Escalate complex issues to the appropriate department when necessary

• Follow up with customers to ensure resolution and satisfaction

• Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction

• Stay updated on product knowledge, promotions, and company updates

• Coordinate with team members and other departments to ensure timely order fulfillment.

• Support live selling operations when needed

• Perform other duties and tasks that may be assigned by the immediate supervisor.

Reports Management

-Generate reports on customer concerns, trends, and recurring issues

• Prepare and maintain daily, weekly, and monthly customer service reports

• Track and analyze key performance metrics (e.g., response time, resolution rate, customer satisfaction)

• Monitor team performance, attendance, and productivity data

• Generate reports on customer concerns, trends, and recurring issues

• Ensure accuracy and completeness of all submitted reports

• Submit reports to management within required deadlines

• Identify insights and recommend improvements based on data analysis

• Maintain organized records of reports for reference and auditing

COMPETENCIES AND SKILLS

• E-commerce customer support (Shopee, Lazada, TikTok Shop)

• Ability to multitask during high-volume campaigns

• Data tracking and report generation

• Coordination with warehouse, logistics, and operations teams

• Attention to detail in order accuracy and customer records

• Problem-solving and decision-making skills under pressure

• Familiarity with CRM tools and e-commerce seller center dashboards

• Proficient in MS Office and customer service tools