Specialist, Customer Service Ecommerce (Temporary contract: 8 months)

To manage day-to-day customer service operations across multiple eCommerce platforms and Brands, ensuring timely responses, effective complaint resolution, and a positive customer experience while complying with internal processes and platform requirements.Your role & responsibilitiesCustomer Support & Live ChatHandle live chat and customer inquiries for all brands across 2 Business Units on eCommerce platforms (Shopee, Lazada, TikTok Shop, etc.)Provide accurate product information, order status updates, and policy explanationsEnsure compliance with each platform’s response time SLA Complaint HandlingReceive, categorize, and resolve customer complaints related to:Product quality (PV, QA issues)Wrong or missing itemsDelivery, packaging, and transportation issuesCoordinate with internal teams (Warehouse, QA, Logistics, KAM) to investigate and resolve casesFollow up and update customers within committed timelinesRecord recurring issues and escalate root causes for operational improvement Rating & Review MonitoringMonitor and manage customer ratings and reviews on eCommerce platformsRespond to negative reviews and take corrective actions to minimize impact on store performanceConsolidate customer feedback and insights for service improvement Internal Requests ManagementHandle and support requests from Key Account Managers (KAMs) related to orders, customers, and campaign operationsSupport ad-hoc operational tasks as assigned Invoicing & DocumentationIssue invoices upon customer request in accordance with internal proceduresCoordinate with Finance to ensure invoice accuracy and timely processingMaintain proper documentation and recordsYour skills & qualificationsDiploma or Bachelor’s degree in Business Administration, Commerce, or related fieldsPrior experience in Customer Service or eCommerce Operations is an advantageStrong communication and problem-solving skillsDetail-oriented with good time managementAbility to multitask and manage high-volume inquiries across multiple brandsProficient in MS Excel / Google SheetsFamiliarity with eCommerce platforms and customer service tools is a plusAbility to work under pressure in a fast-paced eCommerce environmentBenefits for you PTI