Job Title: E-commerce Fulfilment and Customer Experience Executive
About Us:
At Reckless Ericka, we’re all about passion, creativity, and making things happen. We’re a fun-loving team that thrives on delivering exceptional customer experiences – whether online or in person. We believe every interaction matters and aim to create memorable moments for our customers at every touchpoint. If you’re detail-oriented, customer-obsessed, and love making things run smoothly, this is the role for you!
Key Responsibilities:
- Fulfilment Operations with a Customer Experience Focus:Manage the end-to-end fulfilment process, ensuring orders are processed, packed, and shipped promptly and accurately.
Monitor order timelines and proactively communicate with customers about delays or updates to enhance their experience.
Coordinate with shipping partners to deliver a seamless delivery experience, addressing any issues with a customer-first approach.
- E-commerce Data Management for Enhanced Customer Insights:Monitor and analyse e-commerce performance metrics, focusing on customer behaviour and satisfaction.
Maintain accurate product listings and inventory data to ensure customers have the best online shopping experience.
Use customer insights from data analysis to suggest and implement improvements in the e-commerce journey.
- Customer Service Excellence:Provide outstanding customer support through email, live chat, and social media, responding to inquiries with empathy and efficiency.
Handle customer complaints or returns professionally, turning challenges into opportunities to create positive experiences.
Manage studio appointments, ensuring each customer feels welcomed and valued during their visit.
- Operational Support to Delight Customers:Work closely with internal teams to ensure processes are customer-friendly and efficient.
Assist in maintaining an inviting studio space that reflects the brand and enhances the in-person customer experience.
Identify potential customer pain points in operations and propose solutions to improve satisfaction.
Requirements:
- Diploma or equivalent qualification in Business, E-commerce, or related fields.
- Minimum 3 years of experience in e-commerce operations, fulfilment, or customer service, with a strong focus on customer experience.
- Proficiency in e-commerce platforms (e.g., Shopify) and order management systems.
- A passion for delivering exceptional customer experiences at every touchpoint.
- Excellent communication and interpersonal skills.
- Strong organisational skills with a meticulous attention to detail.
Preferred Qualifications:
- Familiarity with inventory management tools and shipping platforms.
- Previous experience in a retail or customer-facing role.
- Analytical mindset with the ability to interpret data to improve customer experiences.
- What We Offer:
- Competitive salary aligned with market standards.
- Opportunities for professional growth and skill development.
- Collaborative and inclusive work environment.
How to Apply:
Please submit your CV, portfolio (if applicable), and a cover letter detailing your relevant experience and why you’re the perfect fit for our team.
Email to: [email protected]
Please state the positon you are applying.
We thank all applicants for their interest; however, only shortlisted candidates will be contacted.
