About the Company:
SHOPLINE is Asia's largest smart commerce platform. With our customers in mind, we strive to deliver scalable commerce solutions to merchants of all sizes. We're a full-featured platform with services including online store opening, O2O solution, retail POS systems, advertising placement, business strategy consultation, marketing, and more to empower merchants to succeed in omnichannel retailing and cross-border commerce.
What You'll Be Doing:
- Answer incoming questions from merchants through different communication channels, including LIVE chat, email, Whatsapp and phone calls.
- Handle general enquiries about SHOPLINE's platform and product features, understand merchant concerns and guide merchants to resolve their concerns.
- Provide effective feedback to the product team to prioritise development tasks and
- suggest new product features.
- Monitor merchant health KPIs including churn risk, renewal status, revenue stability, and support ticket trends, identify issues early and take proactive action.
- Perform other administrative duties pertaining to all marketing and sales activities.
- Collaborate with internal stakeholders across engineering, product, payments, and BD teams to ensure seamless operations and resolve merchant issues promptly.
- Follow up on any issues faced by merchants or internal team members, ensuring they are addressed promptly and effectively.
- Coordinate with third-party logistics partners, handle merchant queries related to shipping and fulfilment, and resolve order or delivery discrepancies in a timely manner.
- Handle various merchant-related administrative tasks, including documentation, data entry, and maintaining accurate records.
- Serve as a reliable point of contact for merchants, offering guidance and best practices while ensuring all merchant-facing commitments are aligned with management before communication.
- Identify opportunities to enhance the overall merchant experience, proposing and implementing initiatives to improve satisfaction, retention, and loyalty.
- Maintain a thorough understanding of our product offerings, policies and procedures, effectively communicating this information to merchants and assisting with onboarding and training if needed.
- Stay current on new SHOPLINE product features and surface relevant updates to merchants and the account management team on a regular basis.
Who We Are Looking For:
- At least 1 year's customer service experience, preferred in e-commerce or SaaS but not necessary.
- Good command of spoken and written English.
- Understanding of e-commerce best practices/ ecosystem.
- Comfortable handling difficult merchant conversations, including billing disputes and churn risks, without escalating prematurely or making unauthorised commitments to merchants.
- Excellent verbal and written communication skills, and a relentless attention to detail.
- Accountable and solutions-oriented, takes ownership of outcomes rather than deflecting to process gaps or unclear instructions.
- Ability to work effectively in a fast-paced ambiguous environment, and willingness to test and iterate different engagement and growth methods.
- Detail-minded, high organizational and able to manage multi-tasks skills.
- Agile mindset, to manage expectations and prioritise deliverables.
- Positive attitude, patient with people and willing to learn.
