Location: Remote
Type: Temporary
Department: Operations
Experience Level: Entry Level
The Customer Care Associate is responsible for providing product and service information and resolving product and service problems of the clients and brands that etaily supports. The job of a CSR includes but is not limited to clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. A key expectation is to have the flexibility to handle multiple channels and switch between B2B and B2C functions.
Coordinate and report directly to the CS Manager.
Professionally handle high volumes of incoming customer inquiries (calls, emails, chats, social media, back office, and other B2C/B2B channels).
Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers regarding products and services where applicable.
Resolve customer issues via one-touch resolution guidelines and/or escalated processes.
Maintain a balance between company policy and customer benefit in decision-making.
Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
Demonstrate the company culture through both behavior and attitude.
Performs other duties or responsibilities as assigned.
Minimum of 1-2 years handling Customer Service
With Omni-Channel Experience (Chats, Emails, Phone, Social Media)
At least 15Mbps - amenable to joining video calls lasting for an hour or two.
Must have own laptop/desktop.
Must be amenable to working under the pressure and stress of a startup company.
Etaily is a digital-native retail platform that serves as an end-to-end e-commerce enabler and retail service provider for Southeast Asia. The company leverages technology, industry expertise, and strategic collaborations to help consumer brands—spanning beauty, health, wellness, lifestyle, fashion, FMCG, and other categories—expand their online presence across marketplaces, direct-to-consumer channels, and retail formats. Etaily provides comprehensive services including brand management, marketplace management, D2C operations, digital marketing, brand data analytics, digital shelf monitoring, retail planning, and brand building. The platform manages over 400 online stores and has added 150 new brands while creating 120 retail experiences across 7+ regions, delivering solutions that bridge online and offline commerce for both global and regional brands entering the Southeast Asian market.
