AIRR Labs is a fast-growing E-commerce & Social Commerce enabler in Southeast Asia, helping brands accelerate growth across platforms such as Shopee, Lazada, and TikTok. We provide end-to-end solutions covering brand strategy, store operations, performance marketing, creative content, and social commerce execution.
At AIRR Labs, we work closely with brands to build sustainable online businesses through data-driven strategies, strong execution, and deep platform expertise—empowering brands to connect with consumers in more meaningful and effective ways.
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About the Role
With a customer experience–first mindset, the Customer Service team plays a key role in delivering a smooth and delightful online shopping experience. This position focuses entirely on handling customer inquiries, complaints, and post-purchase support across e-commerce platforms. You will act as the main point of contact between customers and internal teams to ensure issues are resolved promptly, professionally, and effectively.
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Responsibilities
Manage customer interactions via chat and messaging tools across e-commerce platforms (Shopee, Lazada and TikTok).
Respond promptly to customer inquiries related to products, orders, delivery status, promotions, returns, and refunds.
Handle customer complaints and issues professionally, providing appropriate solutions and alternatives within agreed service timelines.
Regularly check order and delivery status in the system to provide accurate and up-to-date information to customers.
Receive, track, and process return and refund requests by coordinating with relevant internal teams to inspect product conditions and complete requests accordingly.
Collaborate closely with E-commerce / Brand / Operations teams to gain in-depth product and policy knowledge for accurate customer support.
Follow up with customers to ensure issues are fully resolved and customer satisfaction is achieved.
Job Requirement
Qualifications
Bachelor/College’s degree preferred; fresh graduates are welcome.
Able to communicate clearly, politely, and professionally with customers.
Customer-oriented mindset with strong problem-solving skills and attention to detail.
Ability to handle multiple customer inquiries simultaneously in a fast-paced environment.
Familiar with e-commerce platforms such as Shopee, Lazada, TikTok Shop, or similar platforms is a plus.
Able to work collaboratively with internal teams to resolve customer issues effectively.
Patient, responsible, and capable of handling complaints in a calm and professional manner.
Location
Ho Chi Minh
Tòa Nhà SFC, 9 Đường Đinh Tiên Hoàng, Đa Kao, Quận 1, Thành phố Hồ Chí Minh
