Customer Service Executive (E-commerce)

We're looking for a customer-focused and detail-oriented Customer Service professional to handle customer enquiries, manage orders, resolve concerns, and coordinate with internal teams to ensure a smooth and positive customer experience. The ideal candidate is a strong communicator who can manage multiple cases, follow up proactively, and ensure customer concerns are resolved efficiently.

Key Responsibilities

• Handle customer enquiries through WhatsApp, email, phone, and other communication channels.
• Assist customers with product information, orders, pricing, availability, and delivery enquiries.
• Provide timely updates on orders and coordinate delivery schedules and requirements.
• Handle customer concerns involving delayed, damaged, defective, incorrect, or missing items.
• Assist with returns, refunds, replacements, repairs, and warranty claims.
• Collect and verify necessary information, photos, and documents related to customer cases.
• Coordinate with Sales, Warehouse, Logistics, Delivery, and other relevant teams to resolve customer concerns efficiently.
• Follow up on pending cases and ensure timely resolution and proper communication with customers.
• Maintain accurate customer records, case notes, order details, and other relevant documentation.
• Escalate complex, sensitive, or unresolved issues to the appropriate team when necessary.

Requirements

• 2–3 years of experience in Customer Service, Customer Support, E-commerce, Retail, or a related role.
• Strong written and verbal English communication skills.
• Experience handling customers through email, chat, WhatsApp, and/or phone.
• Strong problem-solving, coordination, and follow-up skills.
• Detail-oriented, organized, and able to manage multiple customer cases simultaneously.
• Comfortable using CRM, order management, or customer service systems.
• Experience in the furniture or e-commerce industry is a plus.