Employment Type: Full-Time
Work Location: Serangoon 

Working Hours:
5 working days, including rotational weekends
Weekdays: 9:00am – 6:00pm
Weekends: 10:00am – 7:00pm

Responsibilities:

• Manage, coach and support a customer service team
• Assign and monitor daily workloads to ensure timely responses across all channels
• Conduct regular performance reviews, training and feedback sessions
• Set clear service standards, SOPs and KPIs for the CS team
• Be hands-on in daily customer service operations, including replying to customer emails and social media platforms
• Support and assist with operational tasks, such as order dispatch, returns and exchanges coordination
• Collaborate with Operations team to resolve issues and manage workflows
• Oversee all customer touchpoints including emails, social media platforms and google reviews to maintain positive brand reputation
• Handle escalated and complex customer cases professionally with effective service recovery
• Ensure high levels of customer satisfaction while balancing company policies
• Improve CS workflows and internal processes to increase efficiency
  
  

Requirements:

• Minimum 3-5 years of customer service experience, preferably in fashion or e-commerce
• At least 1-2 years of experience in a supervisory or managerial role
• Strong problem-solving skills with the ability to handle difficult customer situations calmly
• Excellent written and verbal communication skills (mandatory in English)
• Highly organised, detail-oriented and able to multitask in a fast-paced environment
• Customer-first mindset with good business judgment