Customer Service Representative (CSR)

Key Responsibilities

Respond to customer inquiries through chat, email, phone, and e-commerce platforms such as Shopee, Lazada, TikTok Shop, and other online channels. Assist customers with product inquiries, orders, payments, shipping, returns, refunds, and exchanges. Monitor and respond to customer messages promptly and professionally. Process and coordinate customer orders and ensure accurate order information. Handle customer complaints and provide appropriate solutions or escalate concerns when necessary. Coordinate with Warehouse, Logistics, Sales, and Operations teams regarding order and delivery concerns. Monitor order status, cancellations, failed deliveries, and return-to-sender cases. Provide accurate product information, including product features, availability, pricing, and promotions. Maintain accurate records of customer interactions, concerns, and resolutions. Assist in managing customer reviews, ratings, and feedback. Follow company policies and procedures when handling customer concerns and refunds. Perform other customer service and e-commerce-related tasks as assigned by management. Key

Qualifications

With 6 months–1 year of customer service, e-commerce, or online selling experience preferred. Experience with Shopee, Lazada, TikTok Shop, or other e-commerce platforms is an advantage. Excellent written and verbal communication skills. Strong customer service and problem-solving skills. Good computer literacy and familiarity with Google Workspace, Microsoft Office, and chat platforms. Able to handle multiple customer inquiries and tasks efficiently. Detail-oriented and organized, particularly when handling orders and customer information. Patient, professional, and able to deal with difficult or demanding customers. Willing to work on shifting

schedule

s, weekends, or holidays, if required. Able to work independently and as part of a team. Fast learner, proactive, and adaptable in a fast-paced e-commerce environment.