Marketplace Assistant

Marketplace & Customer Support ● Answer customer messages and inquiries across Lazada, Shopee, and TikTok Shop once active. ● Handle customer queries regarding: ○ Order status and updates ○ Missing or incorrect orders ○ Logistics and delivery concerns ○ Returns and refunds ○ Other marketplace-related concerns ● Provide appropriate solutions to customer concerns while following company policies and marketplace guidelines. ● Make appropriate decisions and take action on customer and operational concerns within the assigned authority, rather than escalating every issue unnecessarily. ● Escalate only matters that require management approval or fall outside established guidelines. Order Processing & Fulfillment ● Prepare daily pick-and-pack lists based on confirmed orders. ● Print waybills and ensure they are correctly matched to the corresponding orders. ● Process waybills and orders across marketplace and logistics partners, including: ○ J&T ○ GOGO ○ LBC ○ Ninja Van ○ Lalamove ● Handle Lalamove orders, including coordinating pickup, monitoring delivery status, and addressing delivery-related concerns. ● Sort orders by platform (Lazada, Shopee, TikTok Shop) and by product for efficient ulfillment. ● Coordinate with the packing and warehouse teams to ensure orders are prepared and dispatched on time. ● Monitor order statuses and proactively address delays, failed deliveries, or other fulfillment issues. Marketplace Claims & Disputes ● File and manage disputes/claims for eligible marketplace orders. ● Submit the required documentation, evidence, and information needed to support claims. ● Monitor the status of filed disputes and follow up until resolution. ● Ensure claims are filed within the required marketplace timelines. ● Maintain proper records of disputes, outcomes, and any required follow-up actions. Returns & Refunds ● Handle customer inquiries and concerns regarding returns and refunds. ● Review the circumstances of return/refund requests and determine the appropriate action based on company policy and marketplace rules. ● Coordinate with the warehouse or fulfillment team when returned products need to be checked or validated. ● Process or escalate refund and return cases when necessary. ● Monitor unresolved return and refund cases until completion. Inventory & Marketplace Management ● Assist in updating stock availability and product listings when needed. ● Monitor marketplace inventory and flag potential stock discrepancies. ● Maintain accurate and organized order and inventory records. ● Assist in identifying recurring marketplace issues that may affect fulfillment or customer experience. Reporting & Documentation ● Assist in generating simple reports related to: ○ Marketplace orders ○ Returns and refunds ○ Claims and disputes ○ Customer concerns ○ Delivery issues ● Maintain accurate documentation of marketplace transactions and customer cases. ● Report recurring issues or operational concerns to the appropriate team or manager. Qualifications ● At least 1 year of experience in e-commerce operations, marketplace management, or order fulfillment. ● Familiarity with Lazada and Shopee Seller Centers; knowledge of TikTok Shop is a plus. ● Experience handling customer concerns, returns, refunds, or marketplace disputes is preferred. ● Experience coordinating with logistics providers such as J&T, GOGO, LBC, Ninja Van, and Lalamove is an advantage. ● Organized, detail-oriented, and able to multitask efficiently. ● Comfortable using spreadsheets and basic tools such as Excel, Google Sheets, and printers. ● Good written communication skills in both Filipino and English. ● Able to work independently and make sound decisions within established company guidelines. ● Willing to take ownership of customer and operational concerns and follow issues through to resolution. ● Willing to learn and adapt as new platforms, tools, and processes are introduced.