E-commerce Customer Advocate

4 days ago


Seri Kembangan, Selangor, Malaysia GBR Health & Beauty Full time
Responsibilities
As a Social Media Customer Service Executive, you will be responsible for providing top-notch customer service across various social media platforms, including Instagram, TikTok, and Facebook. Your key responsibilities will include:

  • Responding to customer inquiries via direct messages, comments, and tags on social media, ensuring timely and professional communication.
  • Collaborating with the marketing team to align customer interactions with brand tone and campaigns.
  • Monitoring and engaging with comments on posts, reels, and TikTok videos to maintain a positive brand presence.
  • Resolving order-related issues such as tracking, delivery, refunds, and exchanges.
  • Providing product recommendations and guiding customers through the purchasing process.
  • Monitoring and responding to product reviews and ratings across marketplaces.
  • Addressing negative reviews with solutions to resolve customer dissatisfaction and improve brand perception.
  • Reporting recurring customer issues or complaints to the relevant teams for improvement.
  • Maintaining a customer-first mindset while handling inquiries across platforms.
  • Recording and categorizing customer feedback to identify trends and opportunities for improvement.
  • Escalating complex or unresolved issues to senior team members or managers.

Requirements
To succeed in this role, you will need:

  • A minimum of bachelor's degree in business administration, communications, marketing, or a related field.
  • Relevant work experience may be considered in lieu of formal education.
  • 1-2 years of experience in customer service, preferably in an e-commerce or retail environment.
  • Experience in handling inquiries on social media platforms (Instagram, Facebook, TikTok) and marketplace platforms (Shopee, Lazada, TikTok Shop) is a plus.
  • Strong written and verbal communication skills with an ability to communicate clearly and professionally.
  • Proficiency in using social media and marketplace platforms for customer engagement.
  • Knowledge of customer service software and tools (e.g., CRM, live chat platforms).
  • Excellent problem-solving and conflict resolution skills.
  • Ability to manage multiple inquiries simultaneously and prioritize tasks efficiently.
  • Strong attention to detail, especially in tracking orders, resolving issues, and responding to feedback.
  • Positive, customer-first attitude with a commitment to providing exceptional service.
  • Ability to handle stressful situations and customer complaints with patience and professionalism.
  • Good time management and multitasking skills.
  • Ability to work independently as well as in a team environment.
  • Basic knowledge of Microsoft Office Suite (Excel, Word, etc.) or equivalent software.
  • Experience with online marketplaces and familiarity with order management systems (especially Shopee, Lazada, TikTok Shop) is an advantage.
  • Fluency in English and Bahasa Malaysia is typically required. Additional language proficiency may be beneficial, depending on the market.


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