JOB SUMMARY: As the E-commerce Sales Analyst (Customer Success), you will be the primary point of contact for our online shoppers, providing timely, accurate, and empathetic support across various digital channels (chat, email, and phone). You will play a crucial role in managing pre-sales inquiries, order fulfillment questions, post-purchase support, and ensuring a delightful end-to-end shopping experience. This role has a strong emphasis on achieving key performance indicators (KPIs) related to customer satisfaction, efficiency, and resolving e-commerce specific challenges. 

Key Responsibilities: 

• Handle all customer inquiries (product details, order status, shipping, returns, exchanges, website issues, pre-order) across chat, email and phone, aiming for high First Contact Resolution (FCR) 
• Achieve target Response Times and maintain an optimal Average Handling Time (AHT) to ensure efficient service delivery 
• Identify and act on opportunities to upsell and assist with cart completion, contributing to chat guided sales targets and improving the stores’ conversion rates 
• Proactively identify customer trends and pain points to inform improvements in products, services, and online processes, including coordination with Logistics, Marketing, IT, and Warehouse teams to resolve complex customer issues swiftly and effectively, ensuring a seamless customer journey 
• Report customer insights from chat interactions and share actionable items with the sales team to improve conversion and overall customer experience 
• Maintain up-to-date knowledge of product catalog, promotions, shipping policies, and industry best practices 
• Aid in e-commerce livestreams through providing valuable responses to viewers’ inquiries 
• Respond to customer reviews, solving customer concerns as needed, across all platforms 
• Drive high Customer Satisfaction (CSAT) scores and positive Net Promoter Scores (NPS) by empathetically resolving issues and enhancing the customer journey 

Qualifications: 

• Excellent communication skills (written and verbal English) 
• Passionate in helping people, with the ability to listen attentively, understand customer emotions and needs, and respond with patience and genuine care 
• Solutions-oriented and agile mindset, with a proven ability to quickly adapt to changing priorities and find effective resolutions 
• Willingness to work 6 days a week with flexible hours, which may include nights, weekends, or shifting schedules, as needed 
• Experience in an E-commerce customer service role, preferably in consumer electronics or retail is a plus 
• Strong computer literacy, including experience with MS Office applications 
• High school graduate. Bachelor's degree in Business, Communications, or related field is a plus 

Benefits: 

• Basic Pay 
• Government-mandated contributions 
• Sick Leaves and Vacation Leaves upon hiring 

Perks: 

• HMO 
• Merit-based incentives 
• Employee discount