Customer Service Assistant (Leading e-Commerce Platform)

Sasha’s Fine Foods is an award-winning online grocer selling high-quality, sustainable food products to consumers and restaurants across Singapore.

We are looking for a high energy, motivated and experienced Customer Service professional, who can take our Customer experience to the next level. Our customers are at the centre of everything we do and we are proud to have a reputation for best in class service. With the growth of the business, we want to make sure we retain this experience but use technology to create a scalable customer service solution.

Customer Experience

• Responding to general enquiries, customer orders, feedback
• Manage refunds and payment links, setting up discount or credit codes
• Answering customer emails, calls and chat messages
• Systemically amending customer orders if there are swaps or items out of stock
• Systemically dispatching customer orders from our inventory management system
• Contacting customers regarding delivery issues, swaps or OOS items
• Sharing responsibility for route planning our customer delivery fleet, including any agreed customer redeliveries
• Weekly reporting on customer service metrics and use this data to drive positive change in service level & customer satisfaction ratings
• Help deliver projects across the Customer Service team to help us resolve customer issues better and faster

General Administration

• Customer invoice preparation
• Customer Payment tracking and outstanding invoice management
• Filing and organisation of orders

Key Requirements

• Passionate about high quality sustainable meat & seafood
• Prior Customer Service and/or Administrative experience
• Excellent computer skills, including proficiency in Excel, Word & PowerPoint
• Excellent communication & interpersonal skills and phone manner, fluent in English
• Positive and can-do attitude
• Prior experience to order fulfilment will be an advantage

About the role

• The role is open for Singaporean/PR Holder/DP holder
• The role is full time, based in Jurong, Singapore
• You will report in directly to the Customer Service Executive
• Work is 41 hours, average 5 days a week, including rotating Saturdays or Sundays
• Earliest start 7am & latest finish 9pm (earlier finish time on weekends)
• Remuneration $1.8-$2.4k, depending on experience