E-Commerce & Customer Experience Executive

E-Commerce & Customer Experience Executive

Manage and maintain the Shopify e-commerce platform, ensuring product listings, pricing, descriptions, and images are accurate and up to date.

Coordinate with Marketing and Creative teams to upload campaign assets, banners, promotions, and new product launches onto the e-shop.

Monitor website functionality, product availability, and user experience to ensure smooth day‑to‑day operations of the online store.

Assist in executing online promotions, seasonal campaigns, and product merchandising to optimise sales performance.

Generate and analyse e‑commerce sales reports, website performance metrics, and order trends to support business decisions.

Manage and process online orders end‑to‑end, including pick & pack, shipment coordination, and order tracking.

Coordinate with logistics partners and freight forwarders for order deliveries and shipment documentation.

Conduct regular stock counts and quality control checks to ensure inventory accuracy and product quality.

Monitor stock levels across the e‑commerce platform and coordinate with suppliers to replenish inventory when required.

Report defective or damaged stock and coordinate resolution with suppliers and internal teams.

Handle customer enquiries via email, live chat, and other communication channels, ensuring prompt and professional responses.

Manage returns, exchanges, refunds, complaints, and order amendments in accordance with company policies.

Track and analyse customer service metrics (response time, satisfaction levels, recurring issues) to identify improvement opportunities.

Conduct quality audits and calibration checks to ensure consistent and accurate customer support standards.

Assist with product ordering and coordination with suppliers.

Support retail pop‑ups, events, and promotional activations when required.

Categorise receipts, reimbursements, and invoices, ensuring timely submission to Finance.

Assist with operational reporting including sales performance, order status, and inventory summaries.

Minimum Diploma in Business Administration, E‑Commerce, or a related field.

At least 1 year of customer service or e‑commerce operations experience
, preferably in retail, grocery, lifestyle, or hospitality industries
.

Passion for delivering exceptional customer service and creating positive customer experiences.

Strong communication and interpersonal skills (written and verbal).

Patient, detail‑oriented, and a good listener when handling customer issues.

Able to work independently while collaborating effectively with cross‑functional teams.

Proficient in Microsoft Excel
; experience with Shopify, Salesforce, Live Chat, or other CRM/e‑commerce tools is an advantage.

Experience with
inventory management, order fulfilment, or online merchandising is a plus.