Ecom Customer Service Specialist
Core
End-to-end customer support for APAC markets across email, phone, chat, and social channels, while analyzing friction points to drive process improvements and optimize the online shopping experience.
Role type
E-commerce Customer Service Specialist
Builds
Full-journey service processes, SOPs, knowledge base content, and consumer insights reports
Domain
E-commerce / Retail
Deliverable
product features | dashboards & analysis | client delivery
Required skills
Root cause analysis, KPI breakdown analytics, process optimization, campaign preparation, tooling feedback, solution design participation
Preferred skills
Change management, influence, curiosity, self-motivation
Technologies
CRM/CLM, Microsoft Excel, PowerPoint, Project, Tableau, Power BI
Responsibilities
Create and optimize service processes and knowledge base content; Handle pre-sale, in-sale, and post-sale inquiries across multiple channels; Log contact reasons and perform root-cause analysis; Study dashboards and contribute data-led proposals; Prepare response guidelines and agent enablement materials; Pilot customer service tooling and identify automation opportunities; Offer recommendations on website and marketplace shopping flows
Seniority
Mid-level IC