RE: Customer Service Representative (eCommerce/3PL)

The Customer Service Representative plays a critical front-line role in supporting our customers, managing B2C and B2B order-related inquiries, post-purchase concerns, and ongoing client engagement via Shopify and MYOB.

Key Responsibilities:

Customer Interaction

• Handle inbound phone calls, emails, and live chats with a focus on resolution and empathy.
• Provide prompt responses to customer queries on orders, products, and delivery timelines.
• Troubleshoot delivery and fulfilment issues with logistics visibility tools and Shopify admin.

Order Management & Admin

• Maintain Shopify B2C and MYOB B2B order portals.
• Manage Admin and Sales email inboxes; flag and escalate issues to appropriate stakeholders.
• Proactively follow up on open orders, pending deliveries, and stock-related holds.

After-Sales & Support

• Process warranty claims and returns in line with client SOPs.
• Update customers on ETAs, order status, and replacement shipments.
• Communicate clearly about backorders, substitutions, or out-of-stock scenarios.

Required Skills and Experience:

• Fluent spoken and written English.
• Experience with Shopify, MYOB, and eCommerce customer service.
• Experience in 3PL, retail, healthcare, or call centre environments preferred.
• Proficiency with G-Suite, Slack, or other workplace tools.
• Ability to multi-task, prioritise, and remain calm under pressure.
• Able to work on weekend if is required.
• Min Diploma/ Degree in related field.
• Min 3 years and above working experience in related field.