Buyer Chat Support - Customer Service SCommerce

Job Description

• Conduct troubleshooting for bug escalations.
• Participate in User Acceptance Testing (UAT) related to feature enhancements.
• Actively participate in Product meetings regarding feature enhancements.
• Identify gaps in IHS and Webchat systems for continuous improvement.
• Collaborate with various stakeholders to identify bottlenecks and launch Feature Request Forms (FRF) to trigger system improvements.
• Constantly identify innovative ways and recommend system enhancements to streamline operational processes.
• Maintain dashboards and create or translate reports via Looker Studio.
• Develop Standard Operating Procedures (SOPs) and process flowcharts.
• Create user sub-accounts in the Agent Operation Platform and Merchant Sub-Account Platform.
• Whitelist shops in Enhanced PFF, manage sub-accounts, and organize group shipments.
• Perform ratings and reviews migration.
• Bind shops in the Seller Operation Platform.
• Create SRM accounts
  
  

• Minimum 2 of experience in Customer Service, preferably within the E-commerce or BPO industry.
• Strong background in Process Improvement, with the ability to translate operational pain points into actionable solutions.
• Technical proficiency in Bug Troubleshooting using Jira to manage system escalations.
• AI Champion (Gemini, Claude): Proficient in leveraging Generative AI tools like Gemini and Claude to automate tasks, generate insights, and enhance productivity.
• Advanced Google Workspace Proficiency: Expert-level knowledge of Google Suites, including:
• Data Visualization: Creating and managing dashboards in Looker Studio.
• Information Gathering: Designing and deploying Google Forms.
• Data Analysis: Managing complex datasets and formulas in Google Sheets.
• Presentation: Crafting professional decks in Google Slides.
• Atlassian Toolset Mastery: Extensive experience using Jira for bug tracking and project management, Trello for task organization, and SMART for operational alignment.
• Strong Communication Skills: Excellent verbal and written communication skills, with the ability to articulate technical issues clearly to both stakeholders and BPO partners.