E-Commerce Customer Experience Associate
Job Responsibilities
Handle customer enquiries across e-commerce platforms and social media channels on a daily basis.
Manage customer complaints professionally by identifying root causes, providing appropriate solutions, and ensuring timely resolution.
Provide customer service support during campaign peak periods, weekends, and public holidays when required.
Attend to customer phone calls and conduct timely follow-ups to address enquiries and concerns.
Manage return, refund, and dispute cases, including liaising with platform agents, account managers, and insurance providers for claims-related matters.
Review and improve customer service workflows, processes, and SOPs to enhance efficiency and customer experience.
Source, train, maintain, and troubleshoot customer service chatbots and AI-powered customer support tools.
Assist with order fulfilment, packing, and other operational activities when required.
Monitor, review, and respond to customer feedback and reviews across relevant platforms.
Prepare repair quotations and coordinate customers’ repair cases with workshops and retail outlets.
Identify sales opportunities during customer interactions, and recommend suitable products to maximise sales opportunities and achieve sales conversion.
Perform other ad-hoc duties and support business operations as assigned.
Job Requirements & Qualifications
Diploma or Bachelor's Degree in Business, Retail, Marketing, or a related field.
Minimum 1–2 years of experience in customer service, e-commerce, retail, or sales roles.
Customer-focused with strong problem-solving skills and the ability to handle challenging situations professionally.
Good communication and interpersonal skills with strong follow-up abilities.
Able to work well under pressure, manage multiple tasks, and work independently.
Experience in e-commerce platforms, social media customer service, or chatbot/AI tools will be an advantage.