eShop Sales Support Exe (Team Lead)

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Date: 13-Sep-2017

Location: Singapore, Singapore

Job Responsibilities

  • Manage a team of sales support staff to run the operations of online platforms.
  • Operational planning of staff role and responsibilities for key events and day to day support activities
  • Provide weekly reports and updates on team performance
  • Initiate escalation and work with cross department on customer related issue resolution 
  • Streamline operational process to improve customer experience and quality of service delivered   
  • Ensure customers’ queries are responded within internal compliance framework via email, phone (time, quality, content, and system).
  • Ensure all customers’ issues, claims and queries are satisfactorily investigated and resolved
  • Manage online systems to track product purchases, refunds, exchanges, complaints
  • Liaise with 3rd party logistics and warehousing support for problem resolution and order tracking.
  • Collaborate and follow up with relevant departments within the company to meet company objectives.


Experience required:

  • Diploma or equivalent with 3 years of customer service and operations experience
  • Proficient in PC usage and Microsoft Office applications
  • Fluent in written & spoken English.
  • Able to work on weekends during events
  • Experience in online retail customer service and logistics management an advantage.
  • Ability to multitask between various software applications and database experience, ability to work under pressure
  • Excellent interpersonal & writing skills, Customer-Service oriented, Strong relationship-building capabilities, Teamwork oriented and innovative

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