Customer Service Agent – eCommerce Support

About the role

The Customer Service Agent will handle inquiries across TikTok, Lazada and Shopee, ensuring timely and professional responses. This position supports daily operations by coordinating with internal teams to resolve orders, refunds and other issues.

Key responsibilities

• Respond to customer inquiries on TikTok, Lazada and Shopee with clear and accurate communication.
• Manage order‑related concerns, including delivery issues, returns, refunds and coordination with internal departments.
• Resolve complaints within SLA and escalate complex cases when needed.
• Document interactions, track recurring issues and contribute to reporting.
• Maintain high customer satisfaction and positive brand representation.
• Support increased inquiry volume during promotions and peak campaigns.
• Assist with order verification and fraud checking as required.
• Update FAQs, scripts and internal guides; suggest process improvements.

Required profile

• At least a Senior High School graduate or a college undergraduate.
• One year of customer service experience is an advantage.
• Effective written and verbal communication skills.
• Familiarity with eCommerce platforms and customer service tools (e.g., Duoke) is a plus.

Required skills

• Duoke (customer service tool)
• Experience with TikTok, Lazada and Shopee platforms