Senior Customer Service Executive (up to $3,800 | North]

Job ID: 1671327 - RG

Responsibilities

• Deliver exceptional customer service across email, social media, and other communication channels.
• Manage customer enquiries, orders, exchanges, returns, and refund requests accurately and efficiently.
• Resolve customer concerns and provide effective service recovery while maintaining a positive customer experience.
• Handle escalated customer cases and drive timely resolution in accordance with company guidelines.
• Monitor customer service inboxes and ensure prompt responses to enquiries and cases.
• Coordinate order processing, fulfilment activities, and operational issue resolution.
• Collaborate with Operations and Retail teams to address customer-related matters.
• Maintain and enhance customer service SOPs, workflows, and service standards.
• Provide guidance and support to junior Customer Service Executives during onboarding and daily operations.
• Analyse recurring customer issues and recommend process improvements to enhance efficiency.
• Maintain accurate customer records and service documentation.
• Support additional customer service and operational duties as assigned.

Requirements

• Minimum 2 to 3 years of customer service experience, preferably within the fashion or e-commerce industry.
• Strong problem-solving ability with experience handling and resolving complex customer issues independently.
• Excellent written and verbal communication skills in English for communicating with English-speaking customers and stakeholders.
• Experience managing customer enquiries, order fulfilment, returns, exchanges, and refunds.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organisational skills and attention to detail.
• Experience supporting process improvement initiatives and maintaining operational documentation.

We regret that only shortlisted candidates will be notified. However, all applications will be updated to our resume bank for future opportunities.

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