Job Overview:
We are looking for a motivated and detail-oriented Ecommerce Customer Service Representative to join our team. The ideal candidate is a great communicator who can handle customer inquiries efficiently and with a positive attitude. This role involves assisting customers with their orders, resolving issues, and providing information about our products and services.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, live chat, and social media.
• Provide accurate, valid, and complete information by using the right methods and resources.
• Resolve product or service problems by clarifying the customer's issue, determining the cause, and offering the best solution.
• Process orders, refunds, and exchanges in a timely manner.
• Keep records of customer interactions, transactions, and issues, updating our internal systems.
• Identify and escalate priority issues to the appropriate department or supervisor.
• Follow up with customers to ensure their issues have been resolved.
• Collaborate with other teams (e.g., Warehouse, Purchasing) to improve the overall customer experience.
• Stay up-to-date with product knowledge and company policies to accurately assist customers.

Requirements:

• Previous experience in a customer service role (preferably in ecommerce/retail/call centre).
• Excellent verbal and written communication skills (English).
• Strong problem-solving skills and attention to detail.
• Ability to handle multiple tasks and prioritize efficiently.
• Proficiency with Microsoft Office and basic computer skills.
• Diploma or equivalent and above is a plus.

Preferred Skills:

• Experience working in ecommerce or online retail.
• Knowledge of common ecommerce platforms (Shopee, Lazada, Magento, etc.).
• Bilingual or multilingual skills are a plus.

What We Offer:

• Competitive salary with quarterly bonus if target are met and benefits package.
• Opportunities for growth and advancement.
• A supportive and collaborative team environment.

Work Schedule:

• Onsite shift work required (8.30am - 5.30pm/1pm - 10pm) rotating with the team.
• 6 off days every 4 weeks.