Customer Service Officer

About the Role

Be the voice of our brand and create exceptional customer experiences that turn everyday enquiries into loyal relationships. You will play a vital role across the entire customer journey—responding to enquiries, processing orders and returns, and managing customer interactions across multiple e-commerce channels in a fast-paced environment.

Key Responsibilities

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  Enquiry Management: Respond to customer enquiries promptly and proactively recommend suitable products, active promotions, and value bundles.


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  Order & Resolution Support: Efficiently handle end-to-end order processing, deliveries, returns, refunds, cancellations, and customer complaints.


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  Technical Assistance: Provide basic product guidance, troubleshooting support, and diligent follow-ups on warranty, repair, and servicing cases.


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  Multi-Channel Operations: Manage live customer chats across Shopee, Lazada, TikTok Shop, Shopify, and other digital retail channels.


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  Campaign Execution: Provide high-energy support during major e-commerce peak periods and campaigns (e.g., 9.9, 11.11, and 12.12).


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  Continuous Improvement: Monitor customer feedback, identify recurring issues, and suggest actionable opportunities to improve our products and service quality.


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  Cross-Functional Collaboration: Partner closely with internal logistics, sales, and technical teams to resolve complex customer issues quickly and effectively.

Requirements

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  Experience: Minimum 1–2 years of relevant working experience. Prior experience in e-commerce platform operations or dedicated customer service roles is highly advantageous.


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  Language Proficiency: Proficient in both spoken and written Mandarin to communicate effectively and seamlessly with Chinese-speaking customers.


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  Communication Skills: Strong written communication, active listening, and empathetic problem-solving skills.


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  Adaptability: Comfortable working in a fast-paced, high-volume e-commerce environment while managing multiple customer cases simultaneously.


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  Attributes: Friendly, highly customer-focused, organized, and confident in interacting with people from all backgrounds.


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  Technical Aptitude: Baseline product or technical knowledge is a plus, though comprehensive training will be fully provided.