Customer Service Representative

About the Company

SHOPLINE is positioned as Asia’s largest smart commerce platform. The company focuses on helping merchants of every size scale efficiently by offering a broad set of commerce tools and services. Its offering includes online store setup, O2O solutions, retail POS systems, advertising placement, business strategy advice, and marketing support, all aimed at helping merchants grow through omnichannel retail and cross-border commerce.

Role Overview

As a Customer Service Representative, you will be the main contact point for merchants across several communication channels. The role combines customer support, issue resolution, coordination with internal teams, and ongoing merchant relationship management to help ensure a smooth experience on the platform.

Key Responsibilities

• Respond to merchant questions through live chat, email, WhatsApp, and phone.
• Address general queries about SHOPLINE’s platform and product capabilities while helping merchants work through concerns.
• Share practical input with the product team to help shape priorities and suggest improvements or new features.
• Track merchant health indicators such as churn exposure, renewal progress, revenue consistency, and support ticket patterns, and act early when issues appear.
• Carry out administrative work related to marketing and sales activities.
• Work closely with teams across engineering, product, payments, and business development to keep operations running smoothly and resolve merchant problems quickly.
• Follow through on issues raised by merchants or internal colleagues until they are properly resolved.
• Coordinate with third-party logistics partners and handle shipping, fulfilment, order, and delivery-related concerns.
• Manage merchant-facing administrative tasks such as documentation, data entry, and record maintenance.
• Act as a dependable contact for merchants by offering guidance and best practices, while making sure any commitments are cleared with management before they are communicated.
• Look for ways to improve the merchant experience and help introduce initiatives that increase satisfaction, retention, and loyalty.
• Keep a strong working knowledge of product offerings, policies, and procedures, and support merchant onboarding and training when required.
• Stay updated on new product releases and share relevant updates with merchants and the account management team.

Requirements

• Minimum 1 year of customer service experience; experience in e-commerce or SaaS is preferred but not mandatory.
• Strong spoken and written English.
• Working understanding of e-commerce practices and ecosystem.
• Comfort dealing with difficult merchant interactions, including billing disputes and churn-related situations, without escalating too early or making commitments without approval.
• Clear and effective verbal and written communication skills, along with close attention to detail.
• Strong sense of ownership and a solutions-focused approach.
• Ability to perform well in a fast-moving, uncertain environment and willingness to try, learn, and adjust approaches.
• Well-organised, detail-oriented, and capable of managing multiple tasks at once.
• Agile in setting expectations and prioritising work.
• Positive, patient, and eager to learn.

Work Environment

This is a full-time onsite position in Singapore, Singapore.