Job Description

1. Customer Service: Handle customer related inquiries while on-call; Catering to complaints, requests, and inquiries directed at a HQ level;
2. E-commerce live management: Liaising with Store operations, 3PL partners, and Customers on any pending/urgent e-commerce operational issues, and providing oversight on the whole e-commerce day-to-day activity tracking process;
3. Store operations experience & design: You will be responsible for understanding the multiple perspectives of different team members working in the e-commerce function at the store side, gaining and understanding of all the moving parts and its various complexities in the shopping journey from an operations perspective. This includes: Order Picking, Order collection, Workflow, Back-end application features, and improvements;
4. Partnerships and Vendor Management: You will be responsible for liaising and participating in discussions and updates with our 3PL vendors in regards to co-marketing opportunities, payments, required features, and additional service-related issues. You will also be an active participant in ERP/Web development/Ad Agency discussions in relation to E-commerce scope;
5. Customer Journey mapping and optimisation: It is your key responsibility to understand the entire customer experience and optimise our business operations and service offering to improve their satisfaction and re-visiting rates: Ordering, to Pick up, Delivery, and after-sales service;
6. Sales and operations e-commerce analytics: Eventually, we will train you and the rest of the growing team to extract data and turn them into actionable insights for the business.

Job Requirements

1. Candidate must possess at least a Bachelor's Degree;
2. English proficiency required. Malay and Cantonese speaking fluency is highly preferred;
3. Please list any internship or part-time work experience you may have. Retail experience is highly sought after, but not required;
4. Critical thinking and problem solving;
5. Initiative, and the ability to anticipate problems before they arise, and provide your view on possible options and alternatives;
6. Stakeholder management and patience: Customer service is built on patience and empathy;
7. Excel and PowerPoint skills are highly preferred;
8. Growth mindset, we don't expect you to know everything, but we expect you to be open-minded, admit your mistakes, and be willing to LEARN.

Company Benefits

Additional Info