Buyer Chat Support – Customer Service (SCommerce)

About the role

The Buyer Chat Support role focuses on delivering high‑quality customer service for an e‑commerce platform. You will act as a bridge between shoppers, merchants and internal teams, ensuring smooth operations and continuous improvement of chat and web‑based services.

Key responsibilities

• Troubleshoot and resolve bug escalations using Jira.
• Participate in User Acceptance Testing (UAT) for new feature enhancements.
• Attend product meetings to discuss and refine upcoming features.
• Identify gaps in IHS and Webchat systems and propose improvements.
• Collaborate with stakeholders to launch Feature Request Forms (FRF) and drive system upgrades.
• Maintain dashboards and generate reports in Looker Studio.
• Develop SOPs, process flowcharts, and create user sub‑accounts on various platforms.
• Whitelist shops, manage sub‑accounts, organize group shipments, and handle ratings/reviews migration.
• Bind shops in the Seller Operation Platform and create SRM accounts.

Required profile

• Minimum 2 years of experience in customer service, preferably in e‑commerce or BPO.
• Strong background in process improvement and ability to translate operational pain points into actionable solutions.
• Excellent verbal and written communication skills for interacting with technical and non‑technical stakeholders.

Required skills

• Jira for bug tracking and project management.
• Looker Studio for data visualization.
• Google Workspace suite (Sheets, Forms, Slides) at an advanced level.
• Generative AI tools such as Gemini and Claude.
• Atlassian tools including Trello and SMART.