Senior Customer Service Executive (Hybrid Operations)

Responsibilities

Deliver exceptional customer service across all communication channels, including emails and social media platforms

Handle customer enquiries, orders, exchanges, returns and refund requests accurately and efficiently

Resolve customer concerns professionally while ensuring a positive customer experience

Manage escalated customer cases and provide appropriate service recovery within company guidelines

Monitor daily customer service inboxes to ensure timely responses and resolution of cases

Support backend operational tasks, including order processing, fulfilment coordination and issue resolution

Support and assist with operational tasks, such as order dispatch, returns and exchanges coordination

Work closely with Operations and Retail teams to resolve customer-related matters

Assist in maintaining and improving customer service SOPs and workflows

Support onboarding and provide guidance to junior Customer Service Executives

Identify recurring customer issues and recommend process improvements to enhance operational efficiency

Maintain accurate customer records and documentation

Support ad-hoc customer service and operational duties as assigned

Requirements

Minimum 2-3 years of customer service experience, preferably in fashion or e-commerce

Strong problem-solving skills with the ability to manage challenging customer situations independently

Excellent written and verbal communication skills (mandatory in English)

Highly organised, detail-oriented and able to multitask in a fast-paced environment

Strong sense of ownership with the ability to prioritise tasks independently

Positive attitude with excellent interpersonal and teamwork skills

Customer-first mindset with good business judgment