Customer Service Associate (Enabler Division)

We’re looking for big thinkers with small ego to join us on our mission to make iStore iSend the Number #1 e-commerce fulfillment solution provider in Southeast Asia.

Join Us And Be Part Of Our Success

At iStore iSend, customers are at the heart of everything we do! We are passionate about helping global brands connect with their customers online, get ahead of their game, and succeed in the e-commerce space. Being part of a Team means working with multinational brands. Not only that – being part of our team means working alongside like-minded and driven individuals whom you get to learn and have fun with every single day.

Working for iStore iSend is an opportunity to contribute to a successful team as well as being given your own opportunity to thrive and grow.

There has never been a better time to join one of the most inventive and fastest-growing fulfilment companies. Please see the list of open positions below and contact us if you are interested.

Responsibilities

• Build and maintain strong client relationships through regular communication, addressing inquiries, and ensuring client satisfaction.
• Investigate and resolve client issues efficiently, collaborating with internal teams and taking proactive measures to prevent recurring problems.
• Develop in-depth knowledge of company products and services to educate and support clients, providing training and resources to maximize value.
• Work closely with internal departments such as Sales, IT, and Operations to deliver a seamless client experience.
• Identify opportunities to recommend additional products or services that align with clients’ needs and preferences.
• Key account and client point of contact for prompt issue resolution.
• Collaborate with internal teams for seamless client support.
• Proactively address client needs, offering tailored solutions.
• Ensure SLA compliance and efficient FDS ticket management.
• Handle inbound calls, manage returns, and coordinate logistics.
• Assist with daily client inquiries and provide key account support.
• Facilitate complaint resolution and perform ad-hoc tasks.
• Monitor, respond, and resolve Live Chats/Inquiries on Products, Orders, Refunds, and Returns/Exchanges across multiple e-commerce platforms.
• Ensure clients' queries and expectations are effectively managed for optimal satisfaction.
• Assist in general administrative duties and tackle ad-hoc tasks as needed.
• Drive sales success by achieving targets and implementing strategic initiatives.
• Conduct effective lead generation activities to expand our client base.
• Identify market potential and increase the client list based on the new market.
• Manage the entire sales process from prospecting to deal closure.
• Foster positive client relationships through clear communication and attentive management.
• Prepare impactful sales materials and reports.
• Manage the entire sales admin process and documentation.
• Shoot and produce high-quality videos for clients and in-house content, showcasing key features and benefits.
• Present and demonstrate products or services on camera when required.
• Film and document in-house events, ensuring brand consistency.
• Enhance video content to meet quality standards and engage the audience.
• Learn how to adapt in the social media marketing environment.
• Participate actively in creative discussions and contribute to the overall production process.
• Edit and produce high-quality video content for social media platforms like Facebook, LinkedIn, TikTok, Instagram, and Xiaohongshu.
• Work closely with the marketing team to plan and execute video concepts that align with the brand’s goals.
• Add creative elements such as transitions, animations, subtitles, and effects to enhance video storytelling.
• Assist in filming short videos or capturing content for editing purposes.
• Stay updated on video editing trends and suggest innovative ideas to keep content fresh and engaging.
• Take initiative to explore and propose creative video projects that resonate with the target audience.
• Host and broadcast live streams across various platforms, including social media channels.
• Engage with and respond to viewers in real-time, maintaining a lively and interactive atmosphere.
• Promote products, services, and events effectively to generate interest and sales.
• Prepare and present content in an entertaining and informative manner.
• Collaborate with the marketing team to develop and execute livestreaming strategies.
• Monitor viewer feedback and analytics to improve future live streams.

How to Apply

Learn more about our story, vision and values. Discover a bit more about our company background, our unique proposition and the mission that drives us.