Ecommerce Customer Service Specialist

Role Overview

The Ecommerce Customer Service Specialist supports one or two Asia-Pacific markets by delivering comprehensive assistance through multiple consumer interaction channels such as email, phone, live chat, web tickets, platform messages, product reviews, social media inquiries, and escalated issues. The specialist's goal is to help customers find suitable products, solve purchase-related problems, and provide thoughtful post-sale support, fostering lasting positive brand relationships.

Key Responsibilities

• Develop and continuously refine end-to-end service procedures, including SOPs, communication scripts, knowledge resources, and contingency plans that cover the online purchasing process.
• Manage inquiries and problems arising before, during, and after sales across all contact platforms, owning each case through to resolution with clear feedback to the customer.
• Conduct systematic logging and analysis of customer contact reasons to detect service gaps; compile insights and actionable recommendations for cross-functional teams.
• Review performance dashboards regularly, analyze key performance indicators, and suggest data-driven improvements to elevate service quality and operational efficiency.
• Prepare and update communication materials such as response guides, FAQs, and training content aligned with upcoming campaigns and promotions to ensure consistent messaging.
• Test and provide input on customer service tools, explore automation and AI innovations to enhance service workflows and effectiveness.
• Advise on website and marketplace shopping experiences from a customer service and insight perspective; participate in design reviews, user acceptance testing, and readiness checks as needed.

Success Metrics

• Achievement or surpassing of customer service KPIs including service level, resolution time, customer satisfaction (CSAT), and case-to-order ratio.
• Maintenance and development of customer service knowledge bases and SOPs.
• Successful delivery of digital transformation solutions to support ecommerce operations and growth.
• Completion of assigned projects on schedule.

Required Competencies

• Behavioral: Adaptability to change and innovation, ability to influence, curiosity, self-drive, and aptitude for working in complex, matrixed environments beyond routine tasks.
• Functional: Strong analytical and communication skills, CRM/CLM experience, proficiency in Microsoft Excel, PowerPoint, Project, and dashboard tools like Tableau or Power BI, plus project management capabilities.

Experience & Qualifications

• At least 3 years of relevant background in ecommerce customer service or customer success, including management experience within an in-house team or outsourced service for ecommerce websites and marketplaces.
• Supervisory experience is preferred but not mandatory.
• A bachelor’s degree in Business Management, Marketing, Communication, Sales, or related disciplines.