Senior Customer Service

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