Senior Customer Experience Executive

Carousell Group is the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Carousell Media Group, Cho Tot, Laku6, LuxLexicon,Mudah.my , OneShift, REFASH and Revo Financial, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments, 500 Global and Peak XV Partners (formerly known as Sequoia Capital India).As a team of passionate individuals working together to solve meaningful problems, there is so much more for you to discover in a career with Carousell. Our culture is made up of hiring, developing, and promoting people who embody our values of HEART, which is an acronym for Humility, Empathy, Accountability, Relentlessly resourceful and Teamwork. Together as an organisation, we make magic happen. About Refash Refash has transformed what it means to buy and sell secondhand fashion, and it wants to ignite a new generation of consumers to "think like-new" for a more sustainable future. To date, Refash has processed over 5 million pieces of clothing that would otherwise have gone to the landfills. With a mission to 'inspire the next generation of consumers to think secondhand first', Refash has now expanded to 10 physical stores islandwide and counting, offering a frictionless thrifting experience for all. Start your thrifting experience at Refash today.

Job Description

• Provide day-to-day guidance and support to the team in resolving challenging customer situations.
• Establish clear, actionable goals for the team based on customer feedback, operational needs, and industry benchmarks.
• Identify areas for improvement in processes and workflows to enhance customer interactions and team efficiency.
• Collaborate with stakeholders to ensure customer-centric initiatives and improvements are executed.
• Provide optimal customer experience, maintaining high standards of quality and service excellence through various channels such as email, social media and WhatsApp.
• Strengthen our brand engagement in getting to know our customers, nurturing their needs and bringing the brand and customers closer together.
• Accurately process various types of customer enquiries, including but not limited to online orders, returns, selling processes, payouts and other information regarding REFASH products and services.
• Effectively manage and communicate with sellers in terms of courier pick-up information and payout details.
• Any ad-hoc duties as assigned by the company

Qualifications

• Diploma/degree in any field
• At least 2 years of working experience in the related field
• Proficiency in English language, both verbal and written is mandatory
• Has experience in handling Hong Kong market before.
• Demonstrate strong command of written Chinese (Traditional chinese is a plus) to effectively communicate with and support customers in the Hong Kong market.
• A team player who works well in a dynamic environment
• Excellent communication and problem-solving skills
• Take ownership and solve problems, often using own judgement
• Good time management
• Multitasking abilities
• Able to commute office located at Kuala Lumpur