Customer Experience Specialist (E-commerce)

Job Summary

We are seeking a customer-focused and solution-oriented Customer Experience Specialist to manage customer relationships across Shopee, Lazada, TikTok Shop, Facebook, and other e-commerce platforms. The successful candidate will be responsible for handling customer inquiries, complaints, disputes, returns, refunds, and escalations while protecting the company's interests and maintaining excellent customer satisfaction.

This role requires strong decision-making, negotiation, and problem-solving skills to resolve customer concerns fairly while minimizing financial losses, reducing unnecessary refunds and replacements, and ensuring compliance with company policies and marketplace guidelines.

Key Responsibilities

• Serve as the primary point of contact for customers across Shopee, Lazada, TikTok Shop, Facebook, and other digital channels.
• Build positive customer relationships through professional, timely, and effective communication.
• Resolve customer concerns while balancing customer satisfaction and business profitability.

• Investigate complaints, order issues, damaged items, delivery concerns, and payment disputes.
• Evaluate refund, replacement, return, and compensation requests based on company policies and marketplace regulations.
• Recommend practical solutions that protect customer relationships while minimizing unnecessary financial losses.
• Escalate complex cases to Management with well-documented recommendations.

• Monitor order fulfillment, shipping issues, cancellations, and return requests.
• Coordinate with Warehouse, Logistics, Sales, and Marketplace teams to ensure timely resolution.
• Ensure accurate documentation of all customer interactions and resolutions.

• Analyze recurring customer concerns and identify root causes.
• Recommend process improvements to reduce complaints, returns, cancellations, and negative reviews.
• Monitor customer satisfaction metrics and implement initiatives to improve service quality.

• Maintain accurate CRM records, case logs, and resolution reports.
• Prepare weekly and monthly reports on customer complaints, refund rates, dispute resolution, and customer satisfaction.
• Ensure compliance with Shopee, Lazada, TikTok Shop, and company service policies.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• At least 2 years of experience in Customer Service, Customer Relations, Customer Success, or E-commerce Support.
• Experience handling Shopee, Lazada, TikTok Shop, Facebook Marketplace, or other online selling platforms.
• Strong knowledge of refund, return, dispute, and complaint resolution processes.
• Excellent negotiation, communication, and conflict-resolution skills.
• Ability to make sound business decisions while protecting company revenue.
• Strong analytical and problem-solving skills with attention to detail.
• Proficient in Microsoft Excel or Google Sheets for reporting.

• Experience handling marketplace disputes, DTI complaints, chargebacks, or escalated customer cases.
• Knowledge of CRM systems, marketplace policies, and customer service KPIs.
• Background in e-commerce, retail, or consumer products.
• Ability to analyze customer feedback and recommend operational improvements.