Merchant Support Specialist (E-commerce)

Merchant Support Specialist (E-commerce)

Job Descriptions

• Handle daily inquiries, complaints, and issue reports from merchants through online support and ticketing systems.
• Investigate merchant issues by reviewing order details, transaction records, and relevant information in internal systems.
• Support merchants with order status, delivery, refunds, after-sales, settlements, and other platform-related matters.
• Coordinate with Operations, Product, Technology, Logistics, Finance, and other teams to resolve issues and follow up on escalated cases.
• Maintain accurate case records and communicate professionally with merchants and internal stakeholders.

Requirements

Bachelor’s degree in Business Administration, Management, Marketing, Communications, or related fields.

Minimum 1 year of working experience in merchant support, seller support, customer service, platform support, or any related customer-facing role (Preferably with experience in E-commerce or marketplace company).

Strong problem-solving and analytical skills, with the ability to investigate issues and identify appropriate solutions using internal systems.

Good communication and coordination skills, with the ability to work effectively with cross-functional teams and handle complaints or difficult situations professionally.

Proficient in English

, both spoken and written, with ability to communicate effectively with merchants and internal stakeholders through email, chat, and other daily work channels.