Online Customer Service Representative
Full-time
Alphacommerce Corp.
Job Summary
The Customer Service Associate is responsible for handling customer inquiries, resolving concerns, and ensuring a high level of customer satisfaction across all platforms. This role supports daily operations by providing timely and accurate responses while coordinating with internal teams.
Main Duties and Responsibilities
- Customer Communication – Respond to customer inquiries in Tiktok, Lazada and Shopee with clear, accurate, and professional communication
- Order Management Support – Handle order-related concerns including delivery, returns, refunds, and coordinate with internal teams
- Issue Resolution – Resolve customer complaints within SLA and escalate complex concerns when necessary
- Documentation and Monitoring – Record interactions and track recurring issues for reporting and improvement
- Customer Experience – Ensure high satisfaction and maintain positive brand representation in all interactions
Ad Hoc and Operational Support
- Campaign and Marketing Support – Manage increased inquiries during promotions and peak campaigns
- Order Verification – Assist in order validation and fraud checking when needed
- Knowledge Management – Support updates of FAQs, scripts, and internal guides
- Process Improvement – Recommend improvements to enhance service efficiency and quality
Job Qualifications
- At least a Senior High School graduate or a college undergraduate.
- At least 1 year experience in Customer Service is an advantage.
- Effective written and verbal communication skills.
- Familiarity in eCommerce platforms and customer service tools (eg. Duoke) is an advantage but not required.
Competencies
- Customer-Focused Mindset – Prioritizes customer satisfaction by understanding needs and delivering accurate, timely solutions.
- Problem-Solving – Able to analyze issues quickly and provide effective, practical resolutions.
- Attention to Detail – Ensures all information, orders, and responses are correct and error-free.
- Time Management – Efficiently handles multiple inquiries while meeting response time and SLA requirements in a fast-paced environment.
- Team Collaboration – Works collaboratively with colleagues and contributes to a positive and productive work environment.
Vacancy posted 18 hours ago
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