Customer Service Representative

About ADA

ADA is a leading data and artificial intelligence (AI) company that designs and executes integrated digital, analytics, and marketing solutions. We operate in 12 markets in Asia and partner with leading brands to drive their data and digital maturity.

Job Purpose

The customer service team is responsible for managing customer inquiries and complaints on various eCommerce platforms such as Lazada, Shopee, and others. The team uses a CRM tool called Omnicom to manage these platforms and ensure a high level of customer satisfaction.

Accountabilities / Key Responsibilities

• Act as a liaison between customers and the company by supporting customer complaints, orders, questions, and other requests on e-commerce platforms such as Lazada, Shopee, Tiki, Sendo, and Facebook. You will be working mostly with Vietnamese customers.
• Support and check order information for customers.
• Consult customers about product and service information.
• Answer queries about payment and refund processes.
• Suggest solutions when customers have problems after purchasing items.
• Try to convince customers to reconsider bad reviews for the store and products.
• Inform customers about upcoming promotions and incentives.
• Consolidate reports on customer interactions on a weekly or monthly basis.
  
  

Qualifications, Experience & Skills / Competencies

Qualifications

Bachelors degree in Marketing, Business Administration, or a related field.

Experience

6–12 months of experience in customer service.

Diploma or degree in a related field, or equivalent practical experience.

Knowledge or experience in cosmetic consultation and handling customer inquiries on e-commerce platforms.

Excellent written and spoken English & Tagalog; another Southeast Asian language is an advantage (Vietnamese, Indonesian, Malaysian, Thai, Chinese).

Skills / Competencies

Technical Competencies / Skills

Familiarity with E-commerce platforms such as Lazada, Shopee, and other local marketplaces is a plus.

Behavioural Competencies / Skills

• Has a proactive, get-things-done attitude.
• Is a team player, task-oriented, with strong communication and customer service skills.
• Can provide feedback to enhance customer service experiences.
  
  

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Unfortunately, we are only able to contact shortlisted applicants. We encourage you to continuously visit our website www.adaglobal.com for regular updates on available roles

We transform businesses using data, AI and tech | ADA

Pioneers in data and analytics, we are powering global marketing and commerce digital transformation with data and AI-led impact. Learn more here!

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