Customer Service / E- Commerce Executive

We are looking for Customer Service / E- Commerce Executive to be responsible for managing SW Food Group’s social media enquiries, handle customer inquiries and complaints, and coordinating with the sales team to ensure customer satisfaction.

Key Responsibilities:

Customer Service

• Manage and respond to customer complaints or inquires received via social media, phone or email
• Assign complaints to the sales team for follow up and ensure timely resolution
• Liaise with the sales team to communicate customer feedback and complaints
• Follow up with the sales team to ensure customer issues are addressed effectively

E-Commerce Support

• Fulfill and pack e-commerce orders accurately and efficiently to meet delivery timelines
• Manage the online product catalogue, ensuring accurate and up-to-date product information
• Update product descriptions, images, pricing, and inventory levels on the e-commerce platform
• Coordinate order processing, fulfillment, and shipping operations with Logistics and Warehouse & Production teams
• Ensure timely and accurate delivery of customer orders, maintaining high levels of customer satisfaction
• Oversee overall e-commerce platform maintenance and work on continuous improvements
• Collaborate with IT teams or relevant parties to manage the online payment processing systems, payment gateways, transaction security protocols, and address potential vulnerabilities and risks
• Provide support to customers regarding order-related inquiries, product information, and e-commerce platform functionality
• Collaborate with Customer Management and IT teams to address customer concerns and inquiries or issues with online platform
• Collaborate with the Marketing teams to align e-commerce activities with broader marketing strategies
• Assist in implementing digital marketing campaigns to drive traffic and sales through the e-commerce platform

Others

• Assist on others eCommerce activities as and when necessary
• Provide marketing-related administrative support as needed

Requirements:

Customer Service Executive

• Minimum diploma in Marketing, Business, Mass Communication or a related field
• Prior experience in customer service or social media management is preferred
• Familiarity with social media platforms and tools is an advantage
• Strong communication and interpersonal skills
• Ability to handle customer complaints professionally and empathetically

E- Commerce Executive

• Bachelor’s degree in E-commerce, Business, or a related field
• Minimum 1 to 5 years’ experience e-commerce roles with a focus on product catalogue management and order processing (fresh graduates also welcome to apply)
• Knowledge of e-commerce platforms, payment processing systems, and security protocols