Marketplace Customer Support Specialist

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🔥 19 hours ago

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Decision Support Systems Pte Ltd

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1985

💳 Fintech

☁️ SaaS

Fintech • Consulting • SaaS

Decision Support Systems Pte Ltd is a company that specializes in providing tailored solutions for clients by integrating strategic planning with technology. Since its inception in 1985, the firm has focused on enabling clients to achieve their goals through a holistic approach that begins with understanding their unique needs and desired outcomes. By architecting solutions that prioritize purpose and function, Decision Support Systems aims to facilitate sustainable financing and scalable strategies in various industries.

📋 Description

• Provide reactive customer support via live chats, messages, and inquiries on TikTok Shop and other global marketplaces (e.g., handle fraud claims, order issues, product questions). • Meet strict platform SLAs (e.g., respond to TikTok inquiries within 1 day – missing this trigger automatic customer refunds). • Operate directly inside the TikTok app and other marketplace seller/creator tools for real-time support. • Proactively collect and organize data (e.g., customer feedback, issue trends) to support QBRs, reporting, and strategic initiatives. • Escalate complex issues appropriately while maintaining high CSAT and compliance. • Document interactions, resolutions, and insights into shared systems for team visibility. • Support 24/7 operational coverage in alignment with global team needs.

🎯 Requirements

• 1–3 years’ experience in customer support or live chat/message management on e-commerce marketplaces (TikTok Shop, eBay, Shopee, Lazada, or Amazon strongly preferred). • Proven ability to handle high-volume reactive support with strict SLAs and de-escalation skills. • Strong written English communication (clear, professional, empathetic tone). • Experience with marketplace tools/apps (especially TikTok seller/creator interfaces). • Proactive mindset – ability to collect/analyze data for reports and identify trends. • Detail-oriented with excellent time management and ability to prioritize under pressure. • Familiarity with fraud claims, refunds, and platform policy enforcement.