Senior Customer Service Executive (Hybrid Operations)

lovet (s) pte. ltd.; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

lovet (s) pte. ltd. is seeking a proactive Customer Service professional to deliver exceptional service across multiple channels in a fashion/e‑commerce setting. You will manage inquiries, orders, exchanges and refunds while maintaining a positive customer experience.

You will support operations, coordinate with the retail team, and help keep SOPs up to date. The role requires strong English communication, organizational skills, and the ability to prioritise tasks in a fast-paced environment.

Qualifications

• Ability to handle challenging customer situations with independent judgment.
• Excellent written and verbal communication in English is mandatory.
• Strong organisational skills and attention to detail in a fast-paced setting.
• Capable of prioritising tasks and managing multiple requests simultaneously.
• Demonstrates a customer-first approach and good business sense.

Responsibilities

• Deliver exceptional customer service across emails and social media channels.
• Handle enquiries, orders, exchanges, returns and refunds accurately and efficiently.
• Resolve concerns professionally to maintain a positive customer experience.
• Manage escalated cases and provide appropriate service recovery per guidelines.
• Monitor daily inboxes to ensure timely responses and resolution of cases.
• Support backend tasks including order processing and fulfilment coordination
• Assist with order dispatch, returns and exchanges coordination.
• Collaborate with Operations and Retail teams on customer issues.
• Help maintain and improve customer service SOPs and workflows.
• Support onboarding and guide junior Customer Service Executives
• Identify recurring issues and suggest process improvements
• Maintain accurate customer records and documentation
• Perform ad-hoc customer service and operational duties as assigned

Skills

Problem-solving

Written & verbal English

Organised & detail oriented

multitasking

Customer-first mindset

Job description

Responsibilities:

Deliver exceptional customer service across all communication channels, including emails and social media platforms

Handle customer enquiries, orders, exchanges, returns and refund requests accurately and efficiently

Resolve customer concerns professionally while ensuring a positive customer experience

Manage escalated customer cases and provide appropriate service recovery within company guidelines

Monitor daily customer service inboxes to ensure timely responses and resolution of cases

Support backend operational tasks, including order processing, fulfilment coordination and issue resolution

Support and assist with operational tasks, such as order dispatch, returns and exchanges coordination

Work closely with Operations and Retail teams to resolve customer-related matters

Assist in maintaining and improving customer service SOPs and workflows

Support onboarding and provide guidance to junior Customer Service Executives

Identify recurring customer issues and recommend process improvements to enhance operational efficiency

Maintain accurate customer records and documentation

Support ad-hoc customer service and operational duties as assigned

Requirements:

Minimum 2-3 years of customer service experience, preferably in fashion or e-commerce

Strong problem-solving skills with the ability to manage challenging customer situations independently

Excellent written and verbal communication skills (mandatory in English)

Highly organised, detail-oriented and able to multitask in a fast-paced environment

Strong sense of ownership with the ability to prioritise tasks independently

Positive attitude with excellent interpersonal and teamwork skills

Customer-first mindset with good business judgment