E-commerce customer service/clerks

E-commerce Customer Service Representative

About Us

Forest on Clouds E-commerce Services Limited is a Hong Kong-based cross-border e-commerce company specializing in selling high-quality products to Southeast Asian markets. We operate on major platforms such as Shopee, Lazada, and TikTok Shop. As our business continues to grow, we are looking for an E-commerce Customer Service Representative to join our team, provide excellent customer support, and enhance our brand reputation.

Responsibilities

• Respond to customer inquiries via Shopee Chat, Lazada Chat, WhatsApp, Facebook Messenger, and other communication channels.

• Handle order tracking, logistics follow-up, returns, refunds, complaints, and after-sales support.

• Maintain customer relationships, improve customer satisfaction, and reduce negative reviews and return rates.

• Collect customer feedback and collaborate with the team to optimize products and service processes.

• Organize and analyze customer service data to enhance response efficiency and refine service scripts and SOPs.

Requirements

• At least 1 year of e-commerce customer service experience preferred, especially in Shopee, Lazada, or TikTok Shop.

• Strong communication skills, patience, and attention to detail, with the ability to resolve customer issues efficiently.

• Basic data analysis skills to optimize customer service processes based on feedback.

• Fluency in English or Malay is preferred, with the ability to communicate effectively with Southeast Asian customers.

• Ability to thrive in a fast-paced e-commerce environment and work well in a team.

• Willing to work on shifts (if required).

What We Offer

• Competitive salary and performance-based bonuses—your effort directly impacts your rewards.

• Flexible work arrangements—option to work remotely or at our Hong Kong office.

• Comprehensive training program—helping you quickly adapt and grow within the e-commerce industry.

• Career advancement opportunities—potential promotion to Customer Service Manager or E-commerce Operations roles.