About the role
Responsibilities
- Manage, coach, and support the customer service team to deliver high-quality customer experiences.
- Assign and monitor daily workloads to ensure timely responses across customer communication channels.
- Conduct performance reviews, training sessions, and regular feedback discussions to strengthen team capabilities.
- Establish and maintain customer service standards, SOPs, and KPIs.
- Oversee daily customer service operations, including email and social media customer support.
- Support operational activities such as order dispatch, returns, and exchange coordination.
- Collaborate with the Operations team to resolve service issues and improve workflow efficiency.
- Monitor customer touchpoints, including emails, social media platforms, and online reviews, to maintain a positive brand reputation.
- Handle escalated and complex customer cases with effective service recovery strategies.
- Drive continuous improvement initiatives to enhance customer service processes and operational efficiency.
Requirements
- Minimum 3 to 5 years of customer service experience, preferably within the fashion or e-commerce industry.
- At least 1 to 2 years of supervisory or managerial experience.
- Proven experience handling escalated customer issues and service recovery.
- Strong problem-solving and customer case management skills.
- Excellent written and verbal communication skills.
- Proficiency in English language for handling English-speaking customer communications and English-speaking stakeholder interactions.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational skills and attention to detail.
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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EA Personnel Name: Rhys Goh Hui Ming
EA Personnel Reg. no.: R2198664
EA License no.: 07C5771
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