About the Company:
SHOPLINE is Asia’s largest smart commerce platform. With our customers in mind, we strive to deliver scalable commerce solutions to merchants of all sizes. We’re a full-featured platform with services including online store opening, O2O solution, retail POS systems, advertising placement, business strategy consultation, marketing, and more to empower merchants to succeed in omnichannel retailing and cross-border commerce.
What You'll Be Doing:
Answer incoming questions from merchants through different communication channels, including LIVE chat, email, Whatsapp and phone calls. Handle general enquiries about SHOPLINE’s platform and product features, understand merchant concerns and guide merchants to resolve their concerns. Provide effective feedback to the product team to prioritise development tasks and suggest new product features. Monitor merchant health KPIs including churn risk, renewal status, revenue stability, and support ticket trends, identify iss...