Job Description

• Live Chat Support: Provide real-time assistance to customers via live chats on Shopee, Lazada, and TikTok Shop, answering inquiries related to products, orders, payment issues, and returns.
• Order Management: Assist customers with order tracking, cancellations, refunds, and shipping inquiries.
• Customer Engagement: Proactively engage with customers, offering personalized product recommendations based on their preferences and previous purchases.
• Product Knowledge: Maintain up-to-date knowledge of beauty products, current promotions, and stock availability to provide accurate and useful advice.
• Resolution of Issues: Handle customer complaints or concerns efficiently, escalating to supervisors when needed, and ensuring timely issue resolution.
• Performance Tracking: Maintain quick response times, high customer satisfaction, and ensure that all inquiries are resolved within the designated SLA.
• Team Collaboration: Work closely with team members and supervisors to ensure smooth customer service operations and share insights on common customer concerns or product feedback.
• Any tasks or projects as assigned by the superiors/Company.

Job Requirements

• 1+ year of experience in e-commerce customer support or live chat roles, specifically on Shopee, Lazada, TikTok Shop and/or other e-commerce platform.
• Strong interest or experience in beauty and personal care products.
• Exceptional communication skills, particularly in written formats.
• Proficient in handling customer inquiries, orders, and CEM tasks on e-commerce platforms.
• Ability to work flexible hours, including weekends, to align with campaign times or high-traffic periods.
• Strong communication skills, with a good command of spoken and written Malay, English and Mandarin to effectively communicate with Mandarin-speaking clients.

Skills