Customer Service Manager (eCommerce)

Responsibilities:

Customer Service

• Lead and manage the customer service team to deliver high-quality support to online customers
• Develop and monitor Key Performance Indicators (KPIs) to ensure team efficiency and outstanding service standards
• Oversee the effective use of ticketing systems for timely and professional responses to customer inquiries, including product information, order status, and post-sales support
• Ensure smooth coordination with internal departments for seamless order processing and resolution of escalations or exceptions
   

Fraud Prevention & Dispute Management

• Enhance and maintain robust systems for detecting, preventing, and monitoring online fraud
• Supervise the timely resolution of payment disputes and chargebacks in accordance with internal guidelines.
• Investigate customer complaints and coordinate with internal and external stakeholders to resolve issues in line with company policies
• Serve as the key liaison with payment gateway representatives

Compliance

• Develop and maintain website policies, terms and conditions, and ensure they remain up to date with industry standards
• Continuously monitor and stay up to date with regulatory standards for product and ingredient compliance across all target markets
• Improve organization operation workflow, procedures and policies and procedures and ensure full compliance by all department members

Requirements:

• Bachelor’s degree in Marketing, Supply Chain Management, Business Administration or equivalent
• Minimum 5 years customer service supervisory experience with ability to develop systems and procedures to enhance performance for customer services
• Good command of spoken and written English. Multi-languages would be an advantage
• Strong ability to deal with difficult people with excellent complaint handling skills
• Must have strong attention to details and customer focus
• Experience in online selling platform for Beauty product category is an advantage
• Experience in payment gateway system and/or fraud processing is an advantage