Customer Service Associate

Step Beyond Limits, Into Your Style.

As a leading online marketplace for sneakers, apparel, and collectibles, we’re dedicated to empowering a diverse community to champion their unique style and lead trends.

Originating in Singapore, we have grown to serve over 1.5 million users in 13 countries, driven by our mission to be the go-to fashion hub with an unparalleled customer experience.

Our commitment to product authenticity is unwavering, with dedicated facilities ensuring quality.

Position: Customer Service Associate

Novelship is seeking a Customer Service Associate to assist our customers with product inquiries swiftly, proficiently, and in a friendly manner. The Customer Service Associate will play a crucial role in customer retention by addressing inquiries professionally and positively. Your goal: to turn frowns upside down!

To excel in this position, you will receive training in product knowledge, platform protocols, response techniques, and effective communication skills. Ideal candidates are detail-oriented, motivated, and possess an excellent command of English.

Responsibilities:

1. Respond to customer enquiries via ticketing system.
2. Respond to live chat enquiries.
3. Adhere to customer service protocols related to delayed shipment, cancellations, quality disputes, returns and compensation.
4. Respond professionally and timely to customer enquiries.
5. Adhere to escalation protocols when requested by customers.

Requirements:

1. Minimum of 6 months of customer service experience, ideally within the E-commerce or Fashion industry.
2. Proficiency in CRM platforms such as Zendesk, Zoho, Freshdesk.
3. Fluency in spoken and written English; proficiency in a second language is a bonus.
4. Excellent communication skills with a polite demeanour.
5. Effective time management and goal-oriented.
6. Willingness to work flexible schedules, including weekends.
7. Exceptional de-escalation skills.
8. Demonstrated ability to maintain high productivity levels.