E-Commerce Customer Service Representative (CSR) @ Much Prosperity Trading International Inc.

Job Summary

The E-Commerce Customer Service Representative (CSR) is responsible for handling customer

inquiries, complaints, and disputes across Lazada, Shopee, and TikTok platforms. This role

ensures timely and accurate responses to customer concerns, proper filing and monitoring of

disputes and claims, and close coordination with internal teams to maintain high store ratings

and platform compliance.

Key Responsibilities

Customer Support

 Respond to customer inquiries via chat and platform messaging tools in a timely and

professional manner.

 Handle concerns related to orders, deliveries, product issues, refunds, and returns.

 Ensure compliance with platform response time and customer service SLAs.

Dispute & Claims Handling

 File disputes and claims accurately on Lazada, Shopee, and TikTok Seller Centers.

 Prepare, upload, and manage supporting documents and evidence (e.g., packing videos,

photos, system logs).

 Monitor dispute status and follow up until resolution.

 Coordinate with Fulfillment, IT, and Operations teams for investigation and evidence

gathering.

After-Sales & Store Rating Management

 Help reduce Returns & Refunds (R&R) by resolving concerns proactively.

 Monitor customer feedback, ratings, and reviews.

 Escalate recurring issues or high-risk cases to supervisors.

Reporting & Coordination

 Maintain records of customer concerns, disputes, and resolutions.

 Provide daily or weekly updates on dispute volume, approval rates, and common issues.

 Support continuous improvement initiatives for customer experience and dispute

handling.

Qualifications

 At least 1 year experience in e-commerce customer service or online seller support

(Lazada, Shopee, TikTok experience is an advantage).

 Familiar with Seller Center tools, dispute filing, and chat support workflows.

 Good written communication skills in English and Filipino.

 Detail-oriented and organized, especially in documentation and evidence handling.

 Able to work under pressure and meet response time targets.

Skills and Competencies

 Strong customer service and problem-solving skills

 Basic understanding of e-commerce operations and fulfillment flow

 Ability to coordinate with cross-functional teams

 Patient, professional, and solution-oriented mindset