Customer Service Executive (Hybrid Operations)

Responsibilities:

Provide prompt and professional customer support across emails and social media platforms

Respond to customer enquiries regarding products, orders, deliveries, exchanges and returns

Process customer orders, exchanges, returns and refunds accurately

Coordinate with Operations and Retail teams to resolve customer enquiries and order-related issues

Monitor customer cases and ensure timely follow-up until resolution

Support backend administrative tasks related to customer service operations

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

Maintain accurate customer records and documentation

Follow established SOPs and service standards to ensure consistent customer experience

Escalate complex customer issues to senior team members where necessary

Support ad-hoc customer service and operational duties as assigned

Requirements:

Minimum 1 year of customer service or administrative experience (fashion or e-commerce experience is an advantage)

Excellent written and verbal communication skills (mandatory in English)

Good interpersonal and problem-solving skills

Detail-oriented with strong interpretation skills

Able to multitask and work efficiently in a fast-paced environment

Positive attitude, willingness to learn and customer-first mindset

Proficient in Microsoft Office and comfortable learning new systems