Sales Associate Chat Support

Job Title: Sales Associate - Customer Service

Department: Sales

Work Set Up: Hybrid

Reports To: Sales Manager

Job Summary

The Sales Associate specializing in Marketplace Chat Support serves as a key ambassador of the brand across major online marketplaces. This role is responsible for delivering timely, accurate, and customer-focused chat assistance that supports purchasing decisions, drives sales conversions, and elevates overall customer satisfaction.

The Sales Associate works closely with the Sales, Marketplace Operations, and Fulfillment teams to ensure a seamless customer journey—from initial inquiry through order placement and post-purchase support. Success in this role requires exceptional communication skills, a service-oriented mindset, and the ability to thrive in a fast-paced e-commerce environment where every interaction contributes to the companys marketplace reputation and revenue performance.

Key Responsibilities

Customer Engagement & Chat Support

• Respond promptly and professionally to customer inquiries across marketplace chat platforms (e.g., TikTok, Shopee, Lazada, Shopify).
• Provide accurate product information, troubleshoot issues, and guide customers toward informed purchasing decisions.
• Maintain brand voice and ensure every interaction reflects a high standard of service and professionalism.
  
  
  

• Utilize consultative communication techniques to improve sales conversions and reduce order hesitation.
• Identify upsell or cross-sell opportunities based on customer needs and product knowledge.
• Influence positive buying decisions through clear, confident, and knowledgeable responses.
  
  
  

• Assist customers with order status, returns, exchanges, and basic troubleshooting.
• Coordinate with fulfillment and logistics teams to resolve shipping concerns or order discrepancies.
• Escalate complex cases to the appropriate internal teams, ensuring timely resolution.
  
  
  

• Adhere to marketplace communication policies, response guidelines, and internal SOPs.
• Maintain current knowledge of product listings, inventory updates, promotions, and pricing.
• Document interactions accurately within customer service tools and internal systems.
  
  
  

• Meet or exceed KPIs including response time, customer satisfaction, resolution speed, and conversion metrics.
• Identify recurring customer issues and recommend improvements to processes, scripts, or FAQs.
• Contribute feedback to help refine operational workflows and enhance the customer experience.
  
  
  

• High school diploma or equivalent required.
• Bachelors degree in Business, Communications, Marketing, or related field preferred but not mandatory.
  
  
  

• Experience in customer service, sales support, or e-commerce operations is preferred
• Direct experience with marketplace platforms (TikTok, Shopee, Lazada, Shopify) preferred.
  
  
  

• Proficiency with customer service platforms and marketplace seller dashboards.
• Strong typing speed and accuracy for efficient real-time chat responses.
  
  
  

• Excellent written communication with the ability to convey information clearly and professionally.
• Strong customer-centric mindset with a high level of patience, empathy, and problem-solving ability.
• Ability to multitask and manage high chat volumes without compromising response quality.
• Detail-oriented, organized, and reliable in meeting deadlines and performance metrics.
• Team-oriented, adaptable, and receptive to feedback and process improvements.