Complete Development (CoDev)
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. Key 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 • 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. • 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. • The CoDev Story • For 15+ years, we’ve empowered top talent in the Philippines and emerging markets to partner with U.S. organizations through transparent, compliant offshore development services. • Our Mission & Core Values • We believe the right talent should be a self-starting expert, seamlessly aligned with your company culture and driven to deliver results with independent, autonomous thinking. In doing so, we empower you to drive your business forward. • Why Join CoDev? • Medical and Life Insurance package on the 2nd month plus 2 dependents • Company provided equipment + Monthly utility stipend of Php 1,500 • A regularization increase on the 6th month • Annual salary increase based on performance • Tax-Free allowances incorporated in pay • Salary loans with 0% interest, payable in 2 months • Opportunity for self-improvements like access to online training sites such as Udemy, Pluralsight, and other resources • Learn more about CoDev at https://www.codev.com/
Complete Development (CoDev)
