Customer Support & Live Chat

• Handle live chat and customer inquiries for all brands across 2 Business Units on eCommerce platforms (Shopee, Lazada, TikTok Shop, etc.)
• Provide accurate product information, order status updates, and policy explanations
• Ensure compliance with each platform’s response time SLA

Complaint Handling

• Receive, categorize, and resolve customer complaints related to:
  • Product quality (PV, QA issues)
  • Wrong or missing items
  • Delivery, packaging, and transportation issues
• Coordinate with internal teams (Warehouse, QA, Logistics, KAM) to investigate and resolve cases
• Follow up and update customers within committed timelines
• Record recurring issues and escalate root causes for operational improvement

Rating & Review Monitoring

• Monitor and manage customer ratings and reviews on eCommerce platforms
• Respond to negative reviews and take corrective actions to minimize impact on store performance
• Consolidate customer feedback and insights for service improvement

Internal Requests Management

• Handle and support requests from Key Account Managers (KAMs) related to orders, customers, and campaign operations
• Support ad-hoc operational tasks as assigned

Invoicing & Documentation

• Issue invoices upon customer request in accordance with internal procedures
• Coordinate with Finance to ensure invoice accuracy and timely processing
• Maintain proper documentation and records

• Diploma or Bachelor’s degree in Business Administration, Commerce, or related fields
• Prior experience in Customer Service or eCommerce Operations is an advantage
• Strong communication and problem-solving skills
• Detail-oriented with good time management
• Ability to multitask and manage high-volume inquiries across multiple brands
• Proficient in MS Excel / Google Sheets
• Familiarity with eCommerce platforms and customer service tools is a plus
• Ability to work under pressure in a fast-paced eCommerce environment