ONLINE/ DIGITAL CUSTOMER SERVICE ASSOCIATE (E- Commerce)

Summary:

Will be assigned in the Online Department group. Hired candidate will be in charge to identify, build and grow our Online Marketplace Stores, ensure sales achievement, and maintain sufficient inventory levels.

Key Responsibilities:

1. Identify, build and grow new channels (online marketplace stores) for the online department of RPI.
2. Ensure Sales Achievement in these Online Marketplaces Stores

a. Develop and execute a monthly sales and promotion plan for each store (under the guidance of the Online and Retails Sales Senior Manager)

b. Process all orders from the assigned Marketplace stores, accurately and on-time

c. Ensure all customer inquiries (via call, chat, email) are responded to, especially regarding order follow ups or complaints or changes

d. Work with the Online Content and Community Team for regular design and content updates to the marketplace stores

e. Join in meetings with Grab, BeautyMNL, etc if and when needed.

1. maintain sufficient inventory levels for each key brand across the assigned Marketplace Stores

a. Regularly replenish stocks of existing items

b. regularly ensure correct allocation and arrival of new stocks/ SKUs from new shipments

c. Regularly updates the product pages of the assigned Marketplace stores, with new content and correct information

d. Give inputs to the Head of the Online Division for the Merchandising Plan of assigned brands

1. Ensure consistent performance of the assigned Marketplace Stores according to key metrics
2. Regularly report on sales achievement and inventory status of the assigned markeplace stores to the Sales Senior Manager and the Head of the Online Division

Skills and Experience Needed:

1. Advance Computer Skills

a. Facebook, Online Marketplaces, Online accounts

b. MS Excel Skills – pivot table, lookup functions, sorting, formulas

c. Navigate and manage app marketplaces – Grab Merchant App etc.

1. At least 2-3 years of Customer service experience
2. Some store keeping or warehouse keeping experience (basic handling of a retail or concession space)
3. Graphic Design skills (photoshop, basic editing, MS Powerpoint, canva)
4. Good analytical skills/ able and willing to be trained.

• Inquiry Handling: Responding to questions about products, services, or policies via phone, email, and chat.
• Technical & Order Support: Processing orders, tracking deliveries, managing returns, and resolving payment or website issues.
• Issue Resolution: Addressing customer complaints and feedback to maintain satisfaction and brand loyalty.
• Administrative Integration: Maintaining customer databases, updating records in CRM systems, and managing support tickets.

Job Types: Full-time, Permanent

Benefits:

• Company Christmas gift
• Company events
• Employee discount
• Free parking
• Health insurance
• Life insurance
• On-site parking
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Education:

• Bachelor's (Preferred)

Experience:

• Sales Associate: 1 year (Preferred)

Language:

• English (Preferred)

Work Location: In person