Ecom Customer Service Specialist

Role Overview

The Ecom Customer Service Specialist supports one to two markets within the APAC region, managing consumer communications across multiple channels such as email, phone, live chat, website tickets, platform messages, product reviews, social media inquiries, and escalations. This position ensures customers find the right products, resolve purchase-related challenges effectively, and receive thoughtful after-sales support to cultivate sustained positive brand relationships.

Key Responsibilities

• Develop, maintain, and refine comprehensive service processes including SOPs, scripts, knowledge base articles, and contingency plans that cover the entire online buying experience.
• Manage pre-sale, during-sale, and after-sale customer queries and issues via diverse contact channels with ownership until resolution and clear communication.
• Consistently log contact reasons, quantify demand, and analyze root causes to pinpoint service gaps; compile findings and propose aligned improvements.
• Examine weekly and monthly performance dashboards and reports, provide detailed KPI analytics, and propose data-driven recommendations to enhance efficiency and customer satisfaction.
• Prepare response standards, FAQs, knowledge materials, and agent training content ahead of routine promotions or campaigns to ensure consistent messaging.
• Test and give feedback on customer service tools, identifying opportunities for digitization, automation, and AI implementations to boost service quality and workflow efficiency.
• Provide customer service and consumer insight-based input on website and marketplace shopping flows; engage in solution design reviews, user acceptance testing, and launch readiness activities when applicable.

Success Indicators

• Achievement or surpassing of customer service KPIs including service level, resolution time, CSAT, and case to order ratio.
• Complete and updated customer service knowledge bases and SOPs contributing to business growth.
• Achievement of digital transformation solutions that meet e-commerce operational excellence and business expansion goals.
• Initiation and successful completion of relevant projects.

Behavioral Competencies

• Adaptability to change and innovation.
• Ability to influence stakeholders effectively.
• Strong curiosity and continuous learning mindset.
• High degree of self-motivation.
• Adeptness at working beyond standard routines in complex organizational structures.

Functional Skills

• Analytical thinking
• Effective communication skills
• Comfort with CRM and CLM systems
• Proficiency in Microsoft Excel, PowerPoint, and Project
• Experience with Tableau or Power BI dashboarding
• Project management capabilities

Experience and Qualifications

• Minimum of 3 years experience in e-commerce customer service or customer success, either within an in-house team or an outsourced service provider supporting e-commerce brand websites and marketplaces.
• Supervisory experience is advantageous but not mandatory.
• Bachelor’s degree required in fields such as Business Management, Marketing, Communication, or Sales.