Customer Service Officer

Job Summary

You will be the voice of our brand, creating positive customer experiences by managing enquiries, orders, returns, and customer interactions across multiple e-commerce platforms in a fast-paced environment.

Responsibilities

• Respond promptly to customer enquiries and recommend suitable products, promotions, and bundles to enhance customer satisfaction
• Process orders, deliveries, returns, refunds, cancellations, and complaints accurately and efficiently
• Provide clear product guidance and troubleshoot basic technical issues to support customer needs
• Follow up on warranty, repair, and servicing cases to ensure timely resolution
• Manage customer chats across Shopee, Lazada, TikTok Shop, Shopify, and other e-commerce channels to maintain consistent communication
• Support major e-commerce campaigns such as 9.9, 11.11, and 12.12 by handling increased customer interactions and order volumes
• Monitor customer feedback to identify and report opportunities for product and service improvements
• Collaborate with internal teams to resolve customer issues quickly and effectively, ensuring a seamless customer journey

Preferred competencies and qualifications

• Minimum GCE ‘N’/‘O’ Level, NITEC or equivalent qualification. Qualifications in Business, Customer Service, IT or Electronics are an advantage. Candidates with relevant customer service or technical support experience will also be considered.
• Minimum 1–2 years of relevant customer service or e-commerce experience
• Strong written communication and problem-solving skills demonstrated in customer interactions
• Comfortable working in a fast-paced e-commerce environment managing multiple customer cases simultaneously
• Product or technical knowledge is a plus; training will be provided