Operations and Customer Service Executive

Job Responsibility

Responsibilities

Order Fulfilment and Parcel Packing:

• Manage the order fulfilment process for Handmade Heroes website and all E-Commerce channels (Shopee/Lazada/Zalora/TikTok Shop), including picking, packing, and shipping parcels accurately and efficiently.
• Ensure all parcels are packed securely and following company standards to prevent damage during transit.
• Maintain inventory levels, monitor stock availability, and coordinate with the production team on stock deliveries and collections.
• Conduct quality control checks to verify the accuracy and condition of products before packing and shipping.
• Conduct regular stock checks, reconcile discrepancies, and update inventory records accurately.
  
  

Order Refunds And Complaints Management

• Process order refunds and returns in accordance with company policies and procedures, ensuring timely resolution and customer satisfaction.
• Handle customer complaints and inquiries related to orders, products, or shipping issues, providing empathetic and efficient support to resolve issues and address customer concerns.
• Investigate the root causes of complaints and identify opportunities for improvement to prevent recurrence and enhance the overall customer experience.
  
  

Customer Service & Dissatisfaction Management

• Promptly and professionally handle customer queries on WhatsApp and e-commerce platforms providing accurate information and resolving concerns efficiently.
• Provide accurate information and assistance to customers, ensuring their questions and concerns are resolved efficiently.
• Respond to customer dissatisfaction promptly and professionally, demonstrating empathy and understanding while working to resolve issues and regain customer trust.
• Collaborate with cross-functional teams to address recurring issues and implement solutions to improve customer satisfaction and retention.
  
  

Administrative Support

• Provide administrative support to the management team, including data entry, file management, and document preparation.
• Assist with the coordination of meetings, appointments, and travel arrangements as needed.
• Maintain organised and efficient systems for record-keeping, document management, and information retrieval.
  
  

Job Requirements

Position Overview:

As the Customer Service & Operations Associate, you will play a vital role in ensuring the smooth and efficient operation of our e-commerce business, with a primary focus on managing customer service and overseeing order fulfilment processes, including packing parcels. You will work closely with cross-functional teams to streamline processes, optimise productivity, and deliver exceptional service to our customers. The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced environment.

Requirements

• Excellent communication skills, both written and verbal, with a friendly and professional tone.
• Highly organised, detail-oriented, and has a sense of urgency to resolve customer issues promptly and ensure accurate order fulfilment.
• Strong empathy and problem-solving abilities.
• Ability to manage multiple channels and respond to customer inquiries promptly.
• Experience in customer service, particularly in handling dissatisfaction and negative reviews.
• Ability to collaborate effectively with cross-functional teams.
• Strong time management skills with the ability to prioritize tasks and meet deadlines.
  
  

Job Benefits

• Subsidised parking
• Quarterly Handmade Heroes gift card
• On-site amenities such as a gym and pool
• Organised social events and team outings