Ecommerce Customer Support Specialist | Subscription Retention Specialist

Working in the Concession Abuse Prevention Department at Amazon and uParcel Singapore, I successfully managed three communication channels: phone, email, and messages. My primary responsibility was to ensure that customers received their orders safely and efficiently while minimizing fraudulent claims. This role deepened my understanding of customer needs and taught me the importance of empathy and problem-solving in service delivery.

Multi‑Brand eCommerce Support Specialist – Skilled in delivering customer support across diverse online retail platforms, ensuring consistent service quality and seamless customer experiences. Proficient in order management, ticketing systems, and workflow coordination tools to streamline operations. Experienced in processing returns, refunds, and replacements with strict adherence to SOPs, while maintaining accurate tagging and categorization for organized ticket workflows and clear escalation tracking.

Managed customer emails across different platforms, responding to inquiries about orders, billing, returns, and account issues. Tracked cases, followed up on concerns, and coordinated with internal teams when needed. Ensured clear, timely, and professional communication while keeping records organized and up to date.

Handled customer concerns through live chat. Answered questions about orders, billing, returns, and account issues. Used CRM tools to track cases and follow up with customers. Managed multiple chats at once and kept records clear and accurate.

I used Shopify for order management, Commslayer for customer communication, and Slack for internal coordination. I managed refunds, returns, and cancellations with strict compliance to SOPs and workflows. I also reduced concession requests by reiterating product benefits to customers while following company policy.