E-Commerce Customer Service Associate

Overview

Job Title: E-Commerce Customer Service Associate

Work Setup: Remote Work-from-Home | Philippines | Full-Time l Night ShiftIndustry: E-Commerce (TikTok Shop Business)Role: Customer Service l Non-Voice Support

About the Role

We are seeking a detail-oriented, dependable E-Commerce Customer Service Associate to support our rapidly growing TikTok Shop business.

This role is non-voice and focused on efficiently handling Level 0.5 to Level 1 customer inquiries using pre-defined scripts, workflows, and escalation paths. You will play a key role in maintaining service-level agreements (SLAs), ensuring customer satisfaction, and supporting our ability to flex resources during periods of viral growth or seasonal demand spikes.

This is an exciting opportunity to join a team that is building its e-commerce service model from the ground up—starting with scripted, transactional support and scaling into higher-tier support as business needs evolve.

Responsibilities

• Primary Support

  • Handle incoming customer inquiries for TikTok Shop via non-voice channels (e.g., email, chat, in-platform messaging).

  • Follow “if-this-then-that” scripts to provide accurate and timely responses.

  • Resolve common requests such as order status, tracking information, and delivery confirmations.

• Escalation Management

  • Identify and escalate Level 2+ issues requiring specialized knowledge or system access to the onshore customer service team.

  • Categorize and route tickets according to defined workflows.

• SLA Compliance

  • Meet or exceed required response times (generally within 24 hours) for all assigned tickets.

  • Monitor personal queue to ensure no customer request falls through the cracks.

• Flex Support During Peak Demand

  • Be available to increase hours (with notice) during periods of high volume, viral product demand, or special projects.

  • Assist with bulk or project-based workloads as needed.

• Process Adherence & Reporting

  • Log all activity in the required customer service platform(s) (e.g., Zendesk, TikTok Shop seller tools).

  • Complete end-of-shift reports, including productivity metrics and observations.

  • Follow established ticketing, time-tracking, and escalation protocols.

Qualifications

• Required

  • 3+ years of e-commerce or customer service experience (voice or non-voice).

  • Ability to follow detailed scripts and SOPs with high accuracy.

  • Strong written English communication skills.

  • Reliable internet connection and backup plan for connectivity/power interruptions.

  • Comfort working in a remote environment with clear performance expectations.

• Preferred

  • Experience with TikTok Shop, Amazon, Walmart Marketplace, or similar e-commerce platforms.

  • Familiarity with customer service tools such as Zendesk or Gorgias.

  • Availability to work weekends or flexible shifts when needed.

• Attributes for Success

  • Consistently meets deadlines and service targets.

  • Self-motivated and proactive in problem-solving.

  • Adaptable to fluctuating workload and evolving processes.

  • Team player who communicates openly with managers and peers.