Fashion E-commerce Assistant Customer Service Manager

Job Responsibilities:

1. Customer Inquiries:

• Respond promptly to customer inquiries via various channels, including email, chat, and social media.

• Provide accurate and helpful information regarding products, orders, and general inquiries.

2. Order Assistance:

• Assist customers in placing orders, modifying orders, and processing returns or exchanges.

• Collaborate with the operations team to track and monitor order statuses and deliveries.

3. Problem Resolution:

• Investigate and resolve customer issues and complaints in a timely and effective manner.

• Work closely with other departments to ensure comprehensive issue resolution.

4. Product Knowledge:

• Develop a strong understanding of Chello's product offerings to provide detailed information and product recommendations.

• Stay updated on new product launches, features, and promotions.

5. Communication:

• Maintain clear and professional communication with customers to ensure a positive and seamless customer experience.

• Communicate proactively regarding any potential delays or issues with orders.

6. Customer Feedback:

• Gather and document customer feedback to identify trends and areas for improvement.

• Provide insights to the management team for enhancing the overall customer experience.

7. Administrative Tasks:

• Perform administrative tasks related to customer service, including order processing, data entry, and documentation.

8. Collaboration:

• Collaborate with the operations team to address customer-related challenges and streamline processes.

• Work closely with other departments to ensure a cohesive and customer-centric approach.

9. Team Management:

• Manage, supervise, and support the customer service team to achieve performance targets.

• Monitor team performance, provide coaching, training and give regular feedback to improve service quality.

• Promote a positive team culture and ensure staff are motivated and aligned with company goals.

Job Requirements:

• Strong leadership and people-management skills.

• Minimum of 3-5 years of customer service experience in fashion, lifestyle, e-commerce, or premium consumer brands.

• Detail-oriented and able to handle multiple tasks simultaneously.

• Strong teamwork skills and a positive approach to collaborating with colleagues.

• Proficient in using customer service software and platforms.

• Flexible schedule availability to meet business needs.

• Excellent written and verbal communication skills

Interested candidates, please submit your resume by clicking on “Quick Apply” or send your resume to career@chello.sg. We regret that only shortlisted candidates will be notified.