Customer Service Representative

About the role

SHOPLINE, Asia’s largest smart commerce platform, is looking for a Customer Service Representative to assist merchants across multiple communication channels. You will act as the primary point of contact, helping merchants navigate the platform, resolve issues, and improve their overall experience.

Key responsibilities

• Answer merchant inquiries via live chat, email, WhatsApp, and phone.
• Provide guidance on platform features, troubleshoot problems, and ensure timely resolution.
• Collect and relay feedback to the product team for feature prioritisation.
• Monitor merchant health metrics such as churn risk, renewal status, and revenue stability.
• Collaborate with engineering, product, payments, and business development teams to address merchant concerns.
• Coordinate with third‑party logistics partners to resolve shipping and fulfilment issues.
• Maintain accurate documentation, data entry, and records related to merchant interactions.
• Identify opportunities to enhance merchant satisfaction and propose improvement initiatives.

Required profile

• Minimum 1 year of customer service experience, preferably in e‑commerce or SaaS.
• Strong spoken and written English communication skills.
• Understanding of e‑commerce best practices and ecosystem.
• Comfortable handling difficult conversations, billing disputes, and churn risks.
• Detail‑oriented, accountable, and solutions‑focused.

Required skills