Customer Service & Operations Executive

About us

We are a fast-growing e-commerce company specializing in the development and management of in-house brands across multiple categories, including Wellness Supplements, Pet Care & Food, Footwear, Personal Care, Fragrance, and Confectionery. Our primary sales channels are e-commerce platforms, with TikTok Shop emerging as our most dynamic growth platform.

Key Responsibilities

• Respond promptly to customer enquiries via IG DM, Facebook Messenger/ ManyChat, Shopee Chat, Whatsapp, and other designated communication channels
• Maintain a professional, friendly, and solution-oriented when assisting customers
• Identify recurring customer concerns and provide feedback to the team for continuous improvement
• Process and confirm customer orders from Shopee, website, and manual/DM orders accurately
• Coordinate with the warehouse team to ensure timely order fulfillment and shipment
• Monitor inventory levels and notify the PIC of low stock or replenishment requirements
• Maintain accurate records of customer enquiries, orders, refunds, exchanges, and customer information
• Prepare daily, weekly, or monthly reports on order volume, customer enquiries, common issues, and stock movement
• Assist in maintaining FAQs, reply templates, and customer service SOPs
• Assist with graphic design tasks for UNDF as assigned by the PIC