Job Description
JOB SUMMARY
The E-commerce Sales Analyst (Customer Success – Platforms) is primarily responsible for managing customer interactions across Shopee, Lazada, and TikTok through chat, Q&A, reviews, and platform messaging. This role focuses on fast, accurate, and empathetic customer service while driving revenue through chat-assisted sales, upselling, and conversion support.
Performance is measured through platform-specific KPIs including Response Time, CSAT, Resolution Rate, Chat Etiquette Compliance, Conversion Rate, and Sales Target Achievement.
This role requires strong communication skills, strict adherence to platform SOPs, proactive customer engagement, and consistent collaboration with Operations and Logistics teams.
KEY RESPONSIBILITIE
I. CUSTOMER FOCUS / CHAT PERFORMANCE
- Customer Satisfaction (CSAT)
· Provide outstanding customer support that consistently achieves high CSAT scores across Shopee, Lazada, and TikTok.
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