Summary
Darkaez Ltd is a leading Business Process Outsourcing (BPO) and HR consultancy firm, providing trusted support services to organizations across HR, administration, and customer operations.
We are seeking a dedicated and customer-oriented Customer Service Specialist – Live Chat to manage real-time interactions in the e-commerce sector. This role is focused on responding to inquiries, resolving complaints, and providing guidance to international customers in English throughout their journey (pre-sales, sales, and after-sales). The position offers a positive and supportive work environment, ensuring our team members are valued and respected.
Working Hours:
This role operates on 12-hour rotating shifts:
Day shift: 8:00 AM – 8:00 PM
Night shift: 8:00 PM – 8:00 AM
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Overtime is paid for the extra 3 hours worked.
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Staff are given 2 off days within 7 days.
Description
- Respond to customer inquiries via live chat in a professional, courteous, and timely manner.
- Provide support throughout the entire order cycle: pre-sales assistance, processing support, and after-sales issue resolution (complaints, disputes, returns).
- Maintain strong customer relationships by engaging with repeat or high-value customers and assisting with account verification.
- Track, monitor, and resolve customer complaints, escalating issues when necessary.
- Achieve set monthly targets for customer response and resolution rates.
- Stay updated with e-commerce market trends to anticipate customer needs and recommend service improvements.
- Provide accurate and detailed feedback to the operations team to improve service delivery.
Education
- Diploma or higher
More Details on Experience
- Previous experience in e-commerce customer service is a plus
- Proficient in typing, Excel, and basic office software
- Excellent written and verbal communication skills
- Strong problem-solving and analytical skills
- Ability to multitask and manage time effectively
More Details on Skills
Soft Skills (a must):
- Strong timekeeping and reliability
- Quick learner, adaptable to new systems
- Integrity, ethics, and professionalism
- Detail-oriented with a high level of accuracy
- Team player with a commitment to meeting deadlines and goals
Terms And Conditions
What We Offer
- An opportunity to work in a growing, global e-commerce project
- Comprehensive training and exposure to international customer service standards
- A professional, supportive, and multicultural work environment
- Competitive compensation aligned with industry standards
- Great work-life balance and well-maintained work conditions
How to Apply
Interested candidates should send their applications (CV and cover letter) to [email protected] with the subject line:
“Application – Customer Service Specialist (Live Chat)”
Applications will be reviewed on a rolling basis. Only shortlisted candidates will be contacted.