Customer Service Representative

About the Company

True Social Group is built around the idea that small everyday choices can lead to a better quality of life. By combining fresh ideas with practical innovation, the company is developing hydration-focused products and other essentials that support a more rewarding lifestyle.

As it enters the international market, the business is seeking a new team member to help grow its hydration brand presence across the Asia Pacific region.

Role Overview

This position, titled Customer Service Executive (Customer Conversion & Optimization), focuses on managing online sales channels and marketplace activity while keeping customer experience at the center. The role blends service, retention, conversion, and operational support, with the goal of improving satisfaction, strengthening loyalty, and increasing sales through data-led decisions and continuous improvements.

Key Duties

• Develop and present ideas to improve customer retention and conversion, supporting both loyalty and revenue growth.
• Reach out to customers to uncover upselling and cross-selling opportunities, then follow up on leads to help close sales.
• Make outbound calls to potential customers using the lead lists provided.
• Explain product benefits and value clearly to encourage new customer acquisition and conversion.
• Develop strong customer relationships by learning about customer needs and preferences.
• Share basic product and service information, answer enquiries, and collect accurate contact details.
• Keep call logs current and ensure customer records are updated correctly.
• Document every customer interaction in the CRM system with accuracy.
• Work with the Digital Marketing team to exchange customer insights and support service or process enhancements.
• Coordinate with other teams to help deliver brand, marketing, and e-commerce activities.
• Oversee customer service activities to maintain service quality across both pre-sales and post-sales stages.
• Manage marketplace enquiries, returns, refunds, and disputes in line with platform rules while protecting customer satisfaction.
• Track marketplace performance data and customer feedback to spot service issues and improve response and resolution speed.
• Keep the online store updated, ready for promotions, and aligned with active marketing efforts.
• Carry out stock checks to confirm availability and support timely replenishment.
• Monitor order handling and delivery processes to help ensure smooth fulfilment and on-time shipping.
• Review sales results, customer behaviour, and market patterns to find growth opportunities and operational improvements.
• Take on other tasks assigned by management as needed.

Skills and Qualifications

The company is looking for someone with a diploma or degree in Marketing, Business Administration, Communications, or a related field, along with 2 to 3 years of relevant experience in customer service, telesales, e-commerce, or a similar area.

A working understanding of e-commerce platforms, online marketplace operations, and digital customer service is important. Strong analytical ability, interpersonal skills, and communication skills are essential, along with a proactive attitude and a strong sense of accountability.

The role also requires excellent customer service skills, the ability to prioritise work effectively, and comfort handling multiple tasks at once. Proficiency in Microsoft Office tools such as Excel, Word, PowerPoint, and Outlook is expected.

Experience using CRM systems and marketplace platforms such as Shopee, Lazada, TikTok Shop, or Shopify would be beneficial.

Preferred Competencies

• Working knowledge of marketplace seller centres and Shopify operations.
• Awareness of key retention and growth metrics such as customer lifetime value, conversion rate optimisation, and customer satisfaction measures.
• Ability to assess customer feedback and turn it into practical improvements for the customer journey.