Ecommerce and Customer Service Executive

Job Description & Requirements

Role: As an Ecommerce and Customer Service Specialist, you will be an ambassador for our products, providing exceptional customer service across all fronts - our showroom, WhatsApp channel, phone, social media, and emails. You will also handle e-commerce and operations tasks, demonstrating your ability to multitask and adapt in a fast-paced environment.

Location: Singapore

Key Responsibilities

Ecommerce (User Experience Focus)

1. Website Management: Manage and maintain the company’s ecommerce platform, ensuring a seamless, intuitive, and user-friendly experience.
2. Product Listings: Manage product listings, produce product content, upload images onto our E-commerce website, and ensure all product information and images are accurate and up-to-date.
3. Performance Tracking: Use web analytics tools to track site performance and user engagement, making adjustments as necessary to improve UX. Analyse sales performance vs targets, identify bestsellers, and provide recommendations to improve sales and webstore user experience.
4. Product Launches: Plan and execute key launches and sales.

Customer Service (Operations, Satisfaction, and Retail Servicing Focus)

1. Customer Support: Serve and support customers who visit the studio, providing them with product information and assistance. Handle customer inquiries and complaints across multiple channels including our showroom, WhatsApp, phone, social media, and emails, ensuring high levels of customer satisfaction.
2. Showroom Management: Maintain a well-presented, clean, and organized showroom at all times. Receive and process orders, new stock, replenishments, returns, damages and transfers, as well as all stock-take exercises.
3. Quality Checks: Conduct quality checks and pack new stocks to ensure that they meet our standards and specifications. Investigate defect issues with the designer. Ensure stocks tally online and onsite.

Teamwork

1. Collaboration: Work closely with various teams (such as sales, marketing, and logistics) to ensure a unified approach to customer service and ecommerce operations.
2. Communication: Maintain open lines of communication with team members, sharing insights, and collaborating on problem-solving.
3. Team Development: Participate in team building activities, fostering a positive and collaborative work environment.

General

1. Knowledge Acquisition: Proactively acquire knowledge regarding company general information, fashion news, new product information, customer feedback and staff communication.

Requirements

1. Proven experience in a customer service role, preferably in a retail/showroom environment.
2. Experience handling customer service across multiple channels including WhatsApp, phone, social media, and emails.
3. Strong understanding of e-commerce platforms.
4. Excellent communication and interpersonal skills.
5. Ability to multitask and adapt in a fast-paced environment.
6. Strong problem-solving skills and attention to detail.
7. Passion for our products and brand.

We look forward to receiving applications from candidates who meet these criteria. Please note that only shortlisted candidates will be contacted via email(Please check your Junk mail if you applied for this role). Thank you for your interest in our company.