Employment Type: Full-Time
Work Location: Serangoon
Operations Hours:
Monday - Friday
09:00 - 18:00
Responsibilities:
- Manage, coach and support a customer service team
- Assign and monitor daily workloads to ensure timely responses across all channels
- Conduct regular performance reviews, training and feedback sessions
- Set clear service standards, SOPs and KPIs for the CS team
- Be hands-on in daily customer service operations, including replying to customer emails and social media platforms
- Support and assist with operational tasks, such as order dispatch, returns and exchanges coordination
- Collaborate with Operations team to resolve issues and manage workflows
- Oversee all customer touchpoints including emails, social media platforms and google reviews to maintain positive brand reputation
- Handle escalated and complex customer cases professionally with effective service recovery
- Ensure high levels of customer satisfaction while balancing company policies
- Improve CS workflows and internal processes to increase efficiency
Requirements:
- Minimum 3-5 years of customer service experience, preferably in fashion or e-commerce
- At least 1-2 years of experience in a supervisory or managerial role
- Strong problem-solving skills with the ability to handle difficult customer situations calmly
- Excellent written and verbal communication skills (mandatory in English)
- Highly organised, detail-oriented and able to multitask in a fast-paced environment
- Customer-first mindset with good business judgment
Interested candidates may send their resumes to [Confidential Information]
.Shortlisted candidates will be notified.
