Customer Service Executive - Ecommerce

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I. Marketplace Chat & Customer Support • Manage daily customer chat through TikTok Shop Seller Center and Shopee Seller Center. • Respond promptly and professionally to pre-sale and post-sale customer inquiries. • Provide accurate information regarding: Products and product usage based on approved information, promotions, vouchers and platform campaigns; Product availability, Order status, Shipping and delivery, Payment, Cancellation, return and refund policies • Support customers through the purchase journey and help resolve barriers to order completion. • Maintain Abbott’s required communication tone and customer-service standards. • Use approved FAQs, scripts, saved replies and platform automation tools to improve response efficiency while maintaining response quality II. Order & After-Sales Management • Support customers on order-related issues including: Order cancellation, Failed or delayed delivery, Missing, incorrect or damaged products, Return and refund requests, Payment-related issues, Promotion or voucher issues • Monitor open customer cases and follow up until resolution. • Coordinate with Warehouse, Logistics, Marketplace Operations, and other relevant teams to investigate cases. • Work with platforms support teams where platform intervention is required. • Maintain proper records and evidence for disputes, refunds and platform claims III. Complaint Handling & Escalation • Receive, categorize and manage customer complaints according to Abbott’s SOPs. • Identify cases requiring escalation and immediately route them to the appropriate internal teams. • Escalate potential product quality, safety or other regulated complaints to the Operation Executive/CS manager or designated internal function according to company procedures. • Follow up with responsible teams and ensure customers receive appropriate updates within committed timelines. • Identify recurring complaints and provide insights on root causes and improvement opportunities. IV. Ratings, Reviews & Customer Experience • Monitor customer ratings and reviews on ecommerce platforms. • Respond to customer reviews according to Abbott guidelines. • Proactively investigate 1–3 star reviews and negative customer feedback and coordinate corrective actions where appropriate. • Track key drivers of negative ratings such as: Product issues, Packaging, Fulfillment, Delivery, Promotion misunderstanding, Customer-service experience • Consolidate Voice of Customer insights and recommend improvements to Marketplace Operations and relevant stakeholders. V. Store Health & Service Performance • Monitor customer-service-related platform metrics including: Chat response rate, First-response time, Customer satisfaction, Customer ratings, Complaint volume, Negative review rate, Refund / return-related issues • Alert the Marketplace Operations team when customer-service performance may impact store rating, store health, campaign eligibility or platform penalties. • Support investigation and corrective-action plans when store-operation scores fall below target. • Ensure customer communication complies with platforms and Abbott policies. VI. Performance Management & Reporting • Maintain daily/weekly tracking of customer-service workload and performance. • Identify opportunities to improve FAQs, scripts, chatbot logic and customer-service processes. • Share customer insights with E-commerce, Brand, Supply Chain and other relevant teams to improve the overall customer journey. • Execute internal operational procedures linked to customer • Cấp bậc: • Loại công việc: