Senior Customer Service & Operations Specialist

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

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.