Hybrid Customer Service Manager – eCommerce

at CREA

• Job title: Customer Service Manager – eCommerce
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Bangkok, Thailand

About the role

• Customer Service Manager leading support for eCommerce platforms like Lazada and Shopee. Overseeing team performance and ensuring quality service across multiple channels.

Responsibilities

• Manage daily customer service operations across Lazada, Shopee, TikTok, Amaze, LINE OA, and Brand.com.
• Monitor and respond to customer inquiries, reviews, and complaints across all platforms.
• Plan and manage the customer service team roster and workforce coverage, including shift planning, break schedules, leave planning, and peak campaign support to meet SLA and response time targets.
• Handle partner reviews and respond to email requests related to eCommerce operations.
• Handle refunds and returns and ensure operational quality control.
• Ensure customer communication is clear, polite, and professional in both written and spoken formats.
• Lead the team to meet or exceed quality, productivity, and service level targets.
• Maintain a positive brand image through consistent customer service standards.
• Prioritize urgent issues and ensure responses meet service level expectations.
• Ensure the team follows company policies, workflows, and escalation processes.
• Use platform tools and customer service systems to provide accurate and timely responses.
• Escalate complex issues to the right teams and follow through until resolution.
• Track and report key customer service performance metrics to management and brand partners.
• Identify recurring customer issues, platform system problems, and process gaps, then recommend improvements.
• Use customer feedback trends to improve customer experience and reduce repeat issues.
• Support additional tasks assigned by management.

Requirements

• Bachelor’s degree preferred.
• Intermediate English skills (speaking, reading, writing).
• Strong communication skills with customers, partners, and internal teams.
• Flexible working schedule, including shifts outside standard business hours when required.
• Minimum 3 years of customer service experience, including email and phone support.
• Experience in a team lead or customer service management role preferred.
• Experience supporting customers through online platforms or eCommerce marketplaces preferred.
• Strong problem-solving and internet troubleshooting skills.
• Proficient in MS Office (Excel, Word, PowerPoint).
• Strong multitasking skills across chat, email, and platform tools.
• Able to work under pressure in a fast-paced environment while maintaining service quality.

Benefits

• Health, Life, Dental insurance
• Hybrid working environment (One day a week Work-from-Home)
• 16 days of Annual Leave and 3 days of Business Leave to ensure time for rest and personal commitments.