Fashion E-commerce Senior Customer Service Executive

Job Summary:

Chello is seeking a Senior Customer Service Executive to join our growing team. The successful candidate will play a key role in delivering an exceptional customer experience, overseeing daily customer service operations, managing online orders and inventory coordination, and ensuring the smooth and efficient operation of our e-commerce business. This role also involves handling customer escalations, driving process improvements, and working closely with cross-functional teams to continuously enhance service quality and operational excellence.

Responsibilities:

• Deliver exceptional customer service across all touchpoints, ensuring a positive and seamless shopping experience.
• Manage customer enquiries, feedback, and complaints via email, social media, and other communication channels in a timely and professional manner.
• Handle customer escalations independently and provide appropriate resolutions while maintaining a high level of customer satisfaction.
• Oversee the end-to-end online order process, including order processing, payment verification, stock allocation, order tracking, and coordinating with the warehouse and logistics partners to ensure timely fulfillment.
• Monitor inventory availability and work closely with the warehouse team to resolve stock discrepancies and fulfillment issues.
• Collaborate with the E-commerce, Warehouse, and Marketing teams to ensure accurate product information, smooth order fulfilment, and effective customer communication.
• Proactively identify recurring customer issues and recommend improvements to customer service processes and operational workflows.
• Maintain accurate records of customer interactions, orders, inventory updates, and service issues using internal systems.
• Monitor and respond promptly to customer enquiries on social media platforms, including Instagram and Facebook, while maintaining the brand's tone of voice.
• Support promotional campaigns, product launches, and peak sales periods to ensure a smooth customer experience.
• Prepare basic reports on customer feedback, order issues, and service trends when required.

Qualifications:

• Minimum 3–5 years of experience in customer service, retail operations, or e-commerce, preferably within the fashion or retail industry.
• Proven experience handling customer escalations and managing complex service issues with professionalism and sound judgment.
• Strong communication, and interpersonal skills, with the ability to mentor and guide junior team members.
• Excellent organizational and multitasking abilities, with the capacity to perform effectively in a fast-paced environment and meet deadlines.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and implementing process improvements.
• Proficiency in Microsoft Office, Google Workspace, social media platforms, and customer service tools.
• Experience with e-commerce platforms, order management systems, and CRM software is highly preferred.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Diploma or Bachelor's degree in Business Administration, Marketing, or a related field is preferred but not mandatory.
  

If you are passionate about fashion, have a strong customer service background, and enjoy working in a fast-paced environment, we encourage you to apply for this exciting opportunity at [email protected]