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

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.

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