Client Communication

• Respond to inquiries via:
• Facebook Page (Messenger)
• Facebook Group Chats
• SMS and Mobile Calls
• Answer questions about products, order status, delivery timeframes, and pickup

instructions

• Maintain a positive and respectful tone in all messages and calls
• Schedule simple announcements or updates in group chats (if needed)

Order Endorsement & Branch Coordination

• Receive client order information from the E-Commerce Associate
• Coordinate only with the assigned branch manager to check:
• Order readiness
• Stock confirmation
• Delivery or pickup preparation
• Request timely updates so CSR can accurately inform the customer
• Endorse all pending or unresolved concerns to the next CSR shift

️ Record Keeping & Client Tracking

• Log all client interactions in Google Sheets or other tracking systems
• Maintain a clear and accurate record of each customer’s concern and its resolution
• Update communication logs without altering order platform details (handled by

E-Commerce team)

Not Part of CSR Scope

• Posting products on Facebook or other platforms
• Creating content, videos, or sale campaigns

• Updating Shopee, Lazada, or TikTok listings

These are handled only by the E-Commerce Associate. The CSR must not

engage in these tasks unless specifically instructed by a superior for urgent

assistance.

Additional Responsibilities

• Unexpected tasks may be assigned by the Operations Manager and must be

assessed and completed as needed

• Coordinate with the E-Commerce team to ensure smooth workflow without overlapping

responsibilities

Tools Used:

• Facebook Page Messenger
• Facebook Group Chats
• Call/SMS Apps
• Google Sheets (for client logs and tracking)
• Facebook Page Manager (only if directed for group post updates)

• 1+ year of experience in customer service or online chat handling
• Excellent verbal and written communication skills
• Familiarity with Facebook and mobile messaging tools
• Strong coordination skills with internal teams
• Highly organized and accurate in recording conversations and follow-ups
• Can work under shifting schedules and occasional weekend shifts
• Willing to take on urgent tasks when assigned, but respects role boundaries