Local Customer Service & Pre/Post-sales Communication

Who it is for

Chinese sellers already taking orders in the Philippines through Shopee, Lazada or their own store who do not want to build a local CS team yet; or merchants with part-time cover who need time-zone and Filipino-language gaps filled.

What we do

• Pre-sales: answering standard questions on dimensions, materials, stock, dispatch time, invoices and promotions;
• After-sales intake: logging complaints, damage, shortages, wrong items and usage issues;
• Triage and escalation: classifying by type, and packaging anything beyond authorisation or involving compensation into a decision list for the seller;
• Chinese reporting: weekly or monthly summary of volume, issue types, escalations and recommendations.

Deliverables

1. Conversation records within agreed channels and retention periods;
2. Ticket ledger with status and handler;
3. Escalation list with recommended handling, pending seller decision;
4. Periodic Chinese report.

Boundaries

• No default platform or API access — written seller authorisation is required, and nothing outside that scope is performed;
• We do not commit refunds, discounts, replacements or warranty periods; those follow seller policy and we execute and record;
• Sensitive order and customer data outside the authorised scope is not processed;
• No claim of round-the-clock human service: coverage follows agreed shifts; 24-hour cover requires separate staffing confirmation.

Prerequisites

Product materials and FAQ, returns and compensation policy, platform authorisation method, a named China-side contact, and escalation criteria. If materials are incomplete, we start with document preparation and the go-live date shifts accordingly.