Customer Experience Lead - Fashion & E-commerce

Good Job Creations (Singapore) Pte Ltd; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

Good Job Creations (Singapore) Pte Ltd is seeking a driven Customer Service Executive to deliver exceptional service across channels, manage enquiries, orders, exchanges, and refunds, while collaborating with Operations and Retail teams.

The role requires 2–3 years of experience in fashion or e-commerce, strong problem-solving skills, and excellent English communication. You will support process improvements and maintain service documentation in a fast-paced environment.

Qualifications

• 2–3 years customer service experience in fashion/e-commerce
• Strong problem-solving abilities with independent issue resolution
• Excellent written and verbal English communication
• Experience handling enquiries, orders, returns, exchanges, refunds
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational skills and attention to detail
• Experience supporting process improvements and maintaining docs

Responsibilities

• Deliver exceptional customer service across email, social media, and other communication channels
• Manage customer enquiries, orders, exchanges, returns, and refund requests accurately and efficiently
• Resolve customer concerns and provide effective service recovery while maintaining a positive customer experience
• Handle escalated customer cases and drive timely resolution in accordance with company guidelines
• Monitor customer service inboxes and ensure prompt responses to enquiries and cases
• Coordinate order processing, fulfilment activities, and operational issue resolution
• Collaborate with Operations and Retail teams to address customer-related matters
• Maintain and enhance customer service SOPs, workflows, and service standards
• Provide guidance and support to junior Customer Service Executives during onboarding and daily operations
• Analyse recurring customer issues and recommend process improvements to enhance efficiency
• Maintain accurate customer records and service documentation
• Support additional customer service and operational duties as assigned

Skills

Customer service

Problem solving

English communication

Job description

Good Job Creations (Singapore) Pte Ltd is seeking a driven Customer Service Executive to deliver exceptional service across channels, manage enquiries, orders, exchanges, and refunds, while collaborating with Operations and Retail teams.

The role requires 2–3 years of experience in fashion or e-commerce, strong problem-solving skills, and excellent English communication. You will support process improvements and maintain service documentation in a fast-paced environment.