Customer Service (E-Commerce)

Mô tả Công việc

About the Company

AIRR Labs is a fast-growing E-commerce & Social Commerce enabler in Southeast Asia, helping brands accelerate growth across platforms such as Shopee, Lazada, and TikTok. We provide end-to-end solutions covering brand strategy, store operations, performance marketing, creative content, and social commerce execution.

At AIRR Labs, we work closely with brands to build sustainable online businesses through data-driven strategies, strong execution, and deep platform expertise—empowering brands to connect with consumers in more meaningful and effective ways.

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About the Role

With a customer experience–first mindset, the Customer Service team plays a key role in delivering a smooth and delightful online shopping experience. This position focuses entirely on handling customer inquiries, complaints, and post-purchase support across e-commerce platforms. You will act as the main point of contact between customers and internal teams to ensure issues are resolved promptly, professionally, and effectively.

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Responsibilities

• Manage customer interactions via chat and messaging tools across e-commerce platforms (Shopee, Lazada and TikTok).
• Respond promptly to customer inquiries related to products, orders, delivery status, promotions, returns, and refunds.
• Handle customer complaints and issues professionally, providing appropriate solutions and alternatives within agreed service timelines.
• Regularly check order and delivery status in the system to provide accurate and up-to-date information to customers.
• Receive, track, and process return and refund requests by coordinating with relevant internal teams to inspect product conditions and complete requests accordingly.
• Collaborate closely with E-commerce / Brand / Operations teams to gain in-depth product and policy knowledge for accurate customer support.
• Follow up with customers to ensure issues are fully resolved and customer satisfaction is achieved.

Yêu Cầu Công Việc

Qualifications

• Bachelor/College’s degree preferred; fresh graduates are welcome.
• Able to communicate clearly, politely, and professionally with customers.
• Customer-oriented mindset with strong problem-solving skills and attention to detail.
• Ability to handle multiple customer inquiries simultaneously in a fast-paced environment.
• Familiar with e-commerce platforms such as Shopee, Lazada, TikTok Shop, or similar platforms is a plus.
• Able to work collaboratively with internal teams to resolve customer issues effectively.
• Patient, responsible, and capable of handling complaints in a calm and professional manner.