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 career@chello.sg