CSR / Technical for Ecommerce/Warehouse

Job Summary

The eCommerce Customer Support & RMA Team Lead is responsible for overseeing customer support operations across online platforms while managing the daily activities of the RMA team. The role ensures timely customer assistance, accurate handling of return and warranty claims, effective coordination with vendors and internal departments, and compliance with service level expectations. The position also supports continuous process improvement to enhance customer satisfaction, operational efficiency, and sales conversion.

Responsibilities

1. Team Coordination and Supervision

• Assist in supervising the daily activities of customer support and RMA personnel.
• Monitor workload distribution and ensure timely completion of assigned tasks.
• Provide guidance, coaching, and support to team members regarding procedures and escalation handling.
• Ensure attendance, productivity, and compliance with company policies and procedures.
• Conduct performance evaluations and coaching sessions.
• Regularly review the quality of work performed by team members.

1. Customer Support Operations

• Respond to customer inquiries through chat and other online channels efficiently and accurately.
• Provide basic technical support for products such as monitors, PC accessories, computer peripherals, mobile accessories, and storage devices.
• Maintain updated product knowledge for handled brands.
• Monitor and follow up on unresolved customer concerns.
• Contribute to improving customer satisfaction and sales conversion.

1. RMA and Process Management

• Monitor the status of customer returned items and ensure proper updates are maintained.
• Ensure accurate documentation in internal systems, reports, and logs.
• Coordinate with vendors, logistics partners, principals, and internal departments regarding customer concerns and RMA transactions.
• Follow up on pending transactions to maintain SLA compliance.
• Assist in handling escalated concerns related to delayed processing, technical inquiries, or status updates.
• Ensure the proper departments are notified of issues requiring immediate action.

1. Documentation Reporting

• Maintain accurate records of customer interactions, recurring concerns, and RMA transactions.
• Ensure reports, logs, and internal system records are updated and complete.
• Prepare operational reports and status updates as required by management.
• Track recurring issues and provide recommendations for process improvements

1. Continuous Improvement

• Support the implementation of workflow improvements and operational efficiency initiatives.
• Identify opportunities to enhance customer experience, response times, and service quality.
• Recommend improvements to customer support and RMA processes.

Qualifications

• Bachelor’s degree in IT or equivalent experience in Business Administration, IT, or related fields
• Minimum of 2 – 3 years experience in RMA, customer service, logistics, or technical support operations
• Basic leadership or team coordination experience is an advantage
• Familiarity with the SAP, ERP systems or internal tracking systems is preferred
• Proficient in Microsoft office applications, specially excel
• Strong leadership, communication, problem-solving, and organizational skills with the ability to manage multiple concerns in a fast-paced environment
• Experience with Shopee and Lazada platforms is an advantage.