Customer Support Operations

About EPOS

EPOS is a leading provider of smart POS and digital payment solutions, helping merchants streamline operations, manage their businesses more efficiently, and grow through innovative technology. As our online business continues to expand, we are looking for a Customer Operations Executive to support our online sales channels and deliver an exceptional customer experience.

About the Role

As a Customer Operations Executive (Online Marketplace), you will be responsible for managing day-to-day customer operations across EPOS' online stores and marketplace platforms. You will handle customer enquiries, order fulfilment coordination, after-sales support, and platform operations to ensure a seamless purchasing experience for our merchants.

You will work closely with the Sales, Logistics, Marketing, Finance, and Customer Success teams to ensure orders are processed accurately and customer issues are resolved promptly.

Key Responsibilities

Customer Support

• Respond promptly to customer enquiries received through online marketplaces, live chat, email, WhatsApp, social media, and phone calls.
• Provide accurate product information, pricing, promotions, and order updates.
• Resolve customer issues, complaints, and escalations professionally while ensuring a positive customer experience.
• Support customers throughout their purchasing journey, from enquiry to after-sales service.

Online Marketplace Operations

• Manage EPOS' online stores across marketplaces such as Shopee, Lazada, TikTok Shop, and the company's e-commerce website.
• Monitor store performance, customer reviews, chat response rates, and service-level KPIs.
• Ensure product listings, pricing, inventory, and promotional campaigns are updated accurately.
• Coordinate with the Marketing team on online campaigns, vouchers, flash sales, and promotional activities.
• Monitor platform announcements and implement operational changes when required.

Order Fulfilment & Operations

• Process customer orders accurately and coordinate with the warehouse and logistics teams to ensure timely fulfilment.
• Track shipments and proactively communicate delivery updates to customers.
• Manage order cancellations, returns, exchanges, and refund requests in accordance with company policies.
• Investigate order discrepancies and work with internal stakeholders to resolve issues efficiently.

Merchant & Customer Experience

• Build strong relationships with customers and merchants by delivering responsive and professional support.
• Identify recurring customer issues and recommend process improvements.
• Gather customer feedback and share insights with Product, Operations, and Sales teams to improve products and services.
• Support customer onboarding and provide basic product guidance where required.

Reporting & Continuous Improvement

• Maintain accurate customer and order records in internal systems.
• Prepare operational reports on order fulfilment, customer enquiries, returns, customer satisfaction, and marketplace performance.
• Monitor operational KPIs and recommend initiatives to improve efficiency and customer experience.
• Support automation and process optimisation projects to improve operational productivity.

Requirements

• Diploma or Bachelor's Degree in Business, Operations, Marketing, E-commerce, or a related discipline.
• 2–4 years of experience in Customer Operations, E-commerce Operations, Marketplace Operations, Customer Service, or Order Management.
• Experience managing online marketplaces such as Shopee, Lazada, TikTok Shop, Shopify, or similar platforms.
• Strong customer service mindset with excellent communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and coordination skills.
• Good attention to detail and organisational abilities.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).