Customer Service

About the role

Tume Activewear is a women's activewear brand growing on TikTok Shop. We're looking for a Customer Service & Admin who is fluent in English, fast, and detail-oriented to be the first point of contact for every customer.

Key responsibilities

• Answer all customer messages on TikTok Shop chat, Instagram DMs, and email: products, sizing, materials, stock, prices, promotions, pre-orders, and order status

• Reply within 1 hour during working hours and keep the TikTok Shop 12-hour chat response rate at 95% or above

• Handle complaints, returns, and refunds (wrong item, defects, sizing, late delivery) within platform time limits

• Help customers choose the right size and product, send product links and vouchers, and follow up with customers who haven't checked out

• Reply to reviews and report negative reviews or product issues to the manager the same day

• Build and maintain saved replies, auto-replies, and FAQs

• Chase couriers on stuck, lost, or returned packages

• Support shop admin: order data and stock checks

• Prepare a weekly report (message volume, response rate, customer satisfaction, top complaints) and a monthly summary

About you

• Fluent English is a must (spoken and written)

• Experience in customer service, chat support, or online shop admin (TikTok Shop/marketplace experience is a big plus)

• Responsive, patient, polite, and calm with complaints

• Accurate with data and reporting

• Never promises what hasn't been confirmed, and escalates issues instead of leaving customers waiting

• Willing to work rotating shifts, including weekends and campaign/double-date sale days

• Available full time and exclusively (no work for other brands or shops)

About us

Tume Activewear is a women's activewear brand growing on TikTok Shop.