Original listing text, shown exactly as published by the company.
What You'll Do
We are looking for a Native Korean Customer Service Freelancer with at least 1 year of experience in e-commerce or customer support environments. This role is critical in ensuring a smooth and positive shopping experience for our Korean-speaking customers across the entire customer journey—from product discovery to post-purchase support.
You will handle customer interactions across multiple platforms, support sales growth, and act as a brand representative in all communications.
- Provide pre-sales support:
- Respond to product inquiries, availability, pricing, and promotions
- Guide customers in selecting the right products
- Deliver post-sales support:
- Handle order tracking, cancellations, returns, refunds, and exchanges
- Resolve complaints related to delivery, product quality, or order issues
- Support sales and revenue generation:
- Upsell and cross-sell relevant products
- Assist in converting inquiries into successful purchases
- Manage multi-channel communication:
- Email, live chat, and inbound/outbound calls
- Marketplace messaging platforms (e.g., Shopee, Lazada, Coupang, Naver Smart Store)
- Social commerce channels if applicable
- Perform order management tasks:
- Order creation, modification, and verification
- Coordinate with fulfillment and logistics teams for timely delivery
- Maintain accurate records in CRM and e-commerce systems (e.g., Shopify, Zendesk, Freshdesk)
- Monitor and respond to customer reviews and ratings on marketplaces
- Escalate complex issues and collaborate with internal teams (logistics, warehouse, product, payments)
- Ensure compliance with brand voice, tone, and service standards
Performance Metrics
- Customer Satisfaction Score (CSAT)
- First Response Time (FRT)
- Resolution Time
- Order Accuracy Rate
- Return/Refund Handling Efficiency
- Sales Conversion Rate
Who We're Looking For
- Native-level fluency in Korean (written and spoken)
- Proficient in English for internal coordination
- Minimum 1 year of customer service experience, preferably in e-commerce or online retail
- Experience handling marketplace platforms (Coupang, Naver, Shopee, Lazada, etc.) is highly preferred…
