Primary Purpose of Customer Service Staff:

Customer Service Staff (Contract) plays a key support role in strengthening end-to-end customer service execution across e-Commerce and retail-related inquiries. This role ensures customer issues are verified accurately, escalations are coordinated efficiently with the CS agency, distribution center, and internal partners, and each case is managed with consistency, speed, and clear ownership to enhance customer experience and operational reliability
 
Key Responsibilities:

1. Customer Inquiry Triage & Case Ownership
•  Receive and classify customer inquiries from the CS agency and customer channels
•  Check issue details, required evidence, and customer/order information before escalation
•  Track open cases and follow up until resolution
 
2. Order & Payment Support
•  Check order status, payment method, receipt issues, and payment errors
•  Support cancellation, re-order, and order visibility issues across admin systems
•  Escalate system/payment data issues to e-Commerce or IT when needed
 
3. Shipping & Fulfillment Support
•  Check shipment status, tracking number, expected delivery date, and delivery delays
•  Coordinate with Warehouse / Logistics on lost shipment, misdelivery, and inspection cases
•  Support cancellation exclusion or cancellation reinstatement requests
 
4. Return, Exchange & Refund Support
•  Support return pickup, exchange request, refund pending, and return fee verification cases
•  Coordinate with Warehouse and Accounting for product return, refund, or fee-related issues
•  Follow up until the customer case is fully closed
 
5. Product, Promotion & Inventory Inquiry
•  Check product details, color, material, packaging, and online product information
•  Support coupon, promotion, GWP, and application-error inquiries
•  Check inventory / STS availability and escalate product data issues when needed
 
6. Customer Information & Privacy Handling
•  Verify customer tier, purchase history, account information, and account update/delete requests
•  Handle customer personal information carefully and only within the approved process
•  Immediately escalate suspected hacking, data breach, or privacy-risk cases
 
7. A/S, Claims & Legal Escalation
•  Guide customers on repair / A/S, defect review, and store-visit processes
•  Coordinate with Retail stores for offline customer cases and repair-related follow-up
•  Escalate consumer disputes, legal claims, or high-risk customer cases immediately
 
8. Communication, Documentation & Follow-up
•  Maintain clear case history, evidence, owner, status, and next action
•  Share timely updates with the CS agency and internal partners
•  Follow the agreed escalation flow and response timeline

Core Competencies:

•   Customer-first mindset and clear communication
•  Accuracy in order, payment, shipment, return, and refund checks
•  Strong follow-up discipline and case ownership
•  Basic understanding of e-Commerce / CS operation flow
•  Ability to coordinate with CS agency, e-Commerce, Logistics, Retail, Accounting, IT, and Legal
•  High sensitivity to privacy, legal, and customer-risk cases
•  Proactive, detail-oriented, and solution-focused working style