Specialist, Customer Operations

Job Description

Position Responsibilities

Customer Support & Communication

• Handle customer inquiries via live chat, email, and other digital platforms professionally and promptly.
• Provide accurate product, order, and account information to both B2B and B2C customers.
• Manage escalations effectively, ensuring quick resolutions and maintaining customer trust.

Order & E-commerce Management

• Support order processing, updates, and tracking for customers across multiple e-commerce platforms.
• Coordinate with warehouse and logistics teams through the WMS to ensure timely order fulfilment.
• Monitor order discrepancies and proactively resolve issues to avoid delays.

Returns, Refunds & Cancellations

• Oversee and process return, refund, and cancellation requests in line with company policies.
• Collaborate with warehouse, finance, and operations teams to ensure smooth processing and accurate record-keeping.
• Provide clear communication to customers regarding return policies, timelines, and resolutions.

Operational Excellence

• Maintain accurate documentation of customer interactions in ticketing/CRM systems.
• Monitor and report recurring issues or provide feedback to improve workflows and customer experience.
• Ensure compliance with SLAs (Service Level Agreements) and KPIs such as First Response Time, Resolution Time, and CSAT.

Collaboration & Continuous Improvement:

• Work closely with internal teams (Operations, Logistics, Product, Finance, PMO) to streamline processes and enhance the end-to-end customer journey.
• Contribute ideas for service improvement and support knowledge base/FAQ updates.
• Participate in training, upskilling sessions, and team discussions to maintain best practices.

Job Requirements

Qualification & Requirements

• 3-5 years of experience in customer service, preferably handling chat, email, and e-commerce support.
• Prior experience supporting both B2B & B2C customers.
• Hands-on experience in managing returns, refunds, and cancellations.
• Proven experience working with WMS and coordinating with warehouse/logistics teams.
• Track record of meeting or exceeding customer service KPIs (e.g., FRT, Resolution Time, CSAT).

Skills:

• Excellent written and verbal communication skills for handling chat, email, and e-commerce support.
• Strong problem-solving abilities with a customer-first mindset.
• Ability to manage multiple tasks and prioritise effectivelyin a fast-paced environment.
• Proficiency in using ticketing/CRM systems (e.g., Zendesk, Freshdesk, Salesforce).
• Strong interpersonal skills with the ability to manage B2B and B2C customer expectations.
• Attention to detail, especially in processing returns, refunds, and cancellations.

Knowledge:

• In-depth understanding of customer support processes and service best practices.
• Familiarity with Warehouse Management Systems (WMS) for order and inventory management.
• Knowledge of e-commerce platforms (e.g., Shopify, WooCommerce, Lazada, Shopee, TikTok).
• Awareness of performance metrics such as CSAT, FRT, and Resolution Time.
• Basic understanding of logistics, order fulfilment, and returns workflow.

Education:

• Diploma/Degree in Business Administration, Communications, Supply Chain, or a related field (preferred but not mandatory).
• Additional certifications in Customer Service, E-commerce, or Logistics Systems are an added advantage.

Personal Traits:

• Customer-centric mindset with empathy and problem-solving skills.
• Detail-oriented, reliable, and organised.
• Team player with adaptability to fast-paced environments.
• Proactive and able to take ownership of tasks and outcomes.

a Necessity, not a Luxury