Online Sales Advisor (Customer Service) - Shopee, Lazada, TikTok

Job Responsibilities:

-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