We're on the lookout for individuals who are passionate about fashion, think outside the box, and have an eye for innovation.

Unleash your potential with us, and join us as we create joy and excitement in our global community to empower people to express themselves freely through fashion.

Team Management
•Lead, coach, and develop the Customer Service team to achieve service quality and performance targets.
•Manage daily workload allocation, team scheduling, and service coverage across different customer service channels.
•Build a positive, collaborative, and customer-centric team culture.

Customer Experience & Service Operations
•Oversee daily customer service operations across e-commerce, social media, email, phone, and other customer touchpoints.
•Ensure customers receive timely, professional, and consistent support throughout their shopping journey.
•Handle and resolve escalated or sensitive customer cases, including complaints, product issues, payment, delivery, and return/exchange matters.
•Ensure customer service policies and brand standards are consistently applied.

Customer Insights & Process Improvement
•Analyze customer feedback, complaints, and service data to identify recurring issues and opportunities for improvement.
•Translate customer insights into actionable recommendations to improve products, services, and customer experience.
•Review and optimize customer service processes, SOPs, FAQs, and service guidelines to improve efficiency and service quality.
•Monitor key service KPIs, including response time, resolution rate, customer satisfaction, and case volume, and provide regular performance reports.

Cross-functional Collaboration
•Work closely with Retail, E-commerce, Marketing, Logistics, Warehouse, IT, and other teams to resolve customer issues and improve the end-to-end customer journey.
•Act as the voice of the customer and proactively communicate customer insights and operational issues to relevant stakeholders.
•Support the launch of new products, campaigns, promotions, and e-commerce initiatives from a customer service perspective.
•Participate in customer experience and service improvement projects as required.

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