Singapore-based E-commerce Customer Care Specialist

LUMERROW WORKS PTE. LTD.; Singapore; On-site; SGD 31,000 - 49,000; Full time

Job summary

Torras Singapore is seeking an experienced E-commerce Customer Service Executive to support customers across online sales channels, handle enquiries, track orders and resolve after-sales issues for a smooth shopping experience.

You will communicate via chat, email and messaging platforms, coordinate with warehouse and delivery partners, and contribute to a fast-paced e-commerce environment with a focus on accuracy and customer satisfaction.

Qualifications

• Diploma or above.
• Previous experience in e-commerce customer service, online retail, customer support or order management is preferred.
• Experience with Shopify, TikTok Shop, Shopee, Lazada or other e-commerce platforms is an advantage.
• Good written and spoken English.
• Mandarin communication skills are an advantage for coordination with regional teams.
• Comfortable communicating with customers through chat, WhatsApp, email and other online channels.
• Patient, responsible and able to handle customer complaints professionally.
• Strong attention to detail and good problem-solving skills.
• Able to manage multiple customer cases and follow-ups independently.

Responsibilities

• Respond to customer enquiries across Shopify, TikTok Shop and other online sales channels.
• Assist customers with product enquiries, product selection, compatibility and order-related questions.
• Provide timely, professional and friendly customer service via online chat, email and messaging platforms.
• Follow up proactively on unresolved customer issues and ensure cases are properly closed.
• Maintain a high standard of customer satisfaction and brand service quality.
• Monitor daily online orders and order status.
• Coordinate with warehouse and delivery partners to ensure orders are processed and shipped on time.
• Track delayed or exceptional deliveries and proactively update customers.
• Assist with order changes, cancellations and other order-related requests.
• Escalate urgent delivery or inventory issues to the relevant team.
• Handle customer requests relating to returns, exchanges, refunds, warranties and product issues.
• Understand customer concerns and provide appropriate solutions based on company policies.
• Coordinate replacement or return arrangements when required.
• Follow up on negative customer experiences and help resolve complaints professionally.
• Maintain accurate records of customer cases and after-sales issues.
• Assist with basic product listing and store updates when required.
• Support promotional campaigns, new product launches and peak sales periods.
• Monitor customer feedback and reviews and report recurring issues to the team.
• Work closely with the e-commerce, warehouse and marketing teams to improve the overall customer experience.

Skills

Customer service

Communication

Problem solving

Attention to detail

Multitasking

Education

Diploma or above

Tools

Shopify

TikTok Shop

Shopee

Lazada

Job description

Torras Singapore is seeking an experienced E-commerce Customer Service Executive to support customers across online sales channels, handle enquiries, track orders and resolve after-sales issues for a smooth shopping experience.

You will communicate via chat, email and messaging platforms, coordinate with warehouse and delivery partners, and contribute to a fast-paced e-commerce environment with a focus on accuracy and customer satisfaction.