Customer Service Executive

About the Role TORRAS Singapore is looking for a friendly, responsible and detail-oriented E-commerce Customer Service Executive to join our Singapore team. You will be responsible for supporting customers across our online sales channels, handling enquiries, tracking orders and deliveries, resolving after-sales issues, and ensuring customers receive a smooth and positive shopping experience. This is a hands-on role suitable for someone who enjoys communicating with customers, solving problems and working in a fast-paced e-commerce environment. Key Responsibilities Online Customer Service - Respond to customer enquiries across Shopify, TikTok Shop and other online sales channels. - Assist customers with product enquiries, product selection, compatibility, promotions 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. Order & Delivery Management - 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. After-Sales Support - 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. E-commerce Operations Support - 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. Requirements - 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. - Basic Microsoft Office / Google Workspace skills. - Familiarity with consumer electronics, smartphones or mobile accessories is an advantage. What We Offer - Opportunity to join an international consumer electronics accessories brand. - Hands-on experience in e-commerce and online retail operations. - Training on TORRAS products and online store operations. - Friendly and collaborative working environment. - Career development opportunities within e-commerce and operations. - Competitive salary and staff benefits.