Job Description

Job Description

Position Responsibilities

Customer Operations & Escalation Management

• Oversee day-to-day customer operations across live chat, email, and e-commerce platforms.
• Act as the primary escalation point for complex, high-impact, or sensitive customer cases.
• Ensure consistent service quality, tone, and policy adherence across the Customer Operation team.
• Support and coach executives in handling difficult customers and edge-case scenarios.
• Monitor customer satisfaction and ensure timely resolution aligned with SLAs and KPIs.

Team Supervision & Performance Management

• Manage, guide, and support Customer Operation Executives on daily operational tasks.
• Assist in workload distribution, shift planning, and prioritisation during peak periods.
• Track individual and team performance against KPIs (FRT, Resolution Time, CSAT, backlog).
• Conduct regular check-ins, performance feedback, and on-the-job coaching.
• Identify skill gaps and support training and upskilling initiatives.

Order, Returns & E-commerce Operations Oversight

• Oversee order management, returns, refunds, and cancellations across all e-commerce channels.
• Ensure accurate coordination with Warehouse, Logistics, and Finance teams via WMS and internal systems.
• Monitor operational risks such as order discrepancies, delayed fulfilment, and refund bottlenecks.
• Ensure policies and SOPs are followed consistently across the team.

Process Improvement & Project Management Support

• Proactively identify operational gaps, inefficiencies, and recurring customer issues.
• Propose workflow enhancements, automation opportunities, and SOP improvements.
• Support Project Management related initiatives, including system enhancements, rollout projects, and operational change management.
• Assist in documenting processes, workflows, and operational trackers for better visibility and governance.

Reporting, Insights & Stakeholder Collaboration

• Prepare and maintain operational reports related to customer performance, trends, and pain points.
• Analyse customer data to provide actionable insights for Product, Operations, and E-commerce teams.
• Act as a key liaison between Customer Operations and internal stakeholders (Product, Project Management, Logistics, Finance, Tech).
• Support management with ad-hoc analysis, dashboards, and performance reviews.

Knowledge Management & Continuous Improvement

• Maintain and enhance internal knowledge bases, SOPs, FAQs, and training materials.
• Support onboarding and training of new joiners.
• Champion best practices, service standards, and a continuous improvement culture within the team.

Job Requirements

Job Requirements

Qualification & Requirements

Experience

• 3-5 Years Experience in Customer Service / Customer Operations, preferably within ane-commerce environment.
• Proven experience managing or mentoring customer service teams.
• Strong background in handling escalations, complex cases, and operational issues.
• Hands-on experience in returns, refunds, cancellations, and order management.
• Experience working with WMS and coordinating with warehouse and logistics teams.
• Exposure to PMO, process improvement, or operational projects is a strong advantage.
• Demonstrated ability to meet and improve customer service KPIs (CSAT, FRT, Resolution Time).

Skills

• Strong leadership and people management skills.Excellent written and verbal communicationskills.
• Strong analytical and problem-solving abilities with a customer-first mindset.
• Ability to balance operational execution with strategic improvement initiatives.
• Proficient in ticketing/CRM systems (e.g., Zendesk, Freshdesk, Salesforce).
• Strong organisational and prioritisation skills in fast-paced environments.
• Stakeholder management and cross-functional collaboration skills.

Knowledge

• In-depth understanding of customer support operations and service best practices.
• Strong knowledge of e-commerce platforms (e.g., Shopify, WooCommerce, Lazada, Shopee,TikTok).
• Familiarity with Warehouse Management Systems (WMS).
• Understanding of operational KPIs, SLAs, and performance tracking.
• Basic understanding of project management principles, workflows, and governance.

Education

• Diploma/Degree in Business Administration, Operations Management, Communications, SupplyChain, or a related field.
• Certifications in Customer Experience (CX), Project Management or Operations are an addedadvantage.

Personal Traits

• Strong ownership mindset with accountability for outcomes.
• Customer-centric, empathetic, and solution-oriented.
• Detail-oriented, structured, and process-driven.
• Confident decision-maker with the ability to manage ambiguity.
• Team player who can influence without authority.
• Proactive, adaptable, and resilient in a fast-paced e-commerce environment

a Necessity, not a Luxury
 

Skills