Key Responsibilities:

Front Office - Customer Service

Respond promptly and effectively to clients’ inquiries via calls, chats, and emails.  Listening to the client attentively, troubleshooting, providing accurate information, and issuing solutions. Facilitating a seamless flow by acting as a liaison between clients and internal teams. Proactively gather client feedback, analyze trends, and identify where to improve our service. Collaborating cross-function with other departments, such as Stores Team, Finance, Communications, and Operations.

Back office – Ecommerce Orders Management

Oversee the order management function and order validation process. Monitoring Warehouse picking and packing process. Ensure all orders are fulfilled and dispatched within provided lead time. Fully in charge of all return and exchange orders by following the internal procedures and processing them in a timely manner. Efficiently manage and track orders, to ensure smooth processing and timely delivery. Regularly connect with external couriers for shipment management. 

Reporting

Provide a report on inquiries and client trends, along with analysis, on a monthly and yearly basis. Analyze and report on the performance of each communication channel.

 

The successful candidate for this role must flexibility in terms of time management and availability. A Customer Service Associate will be expected to work on the weekends and public holidays, as well as be open to working in shifts.

 

Qualification and Requirements:

At least 3 years of experience with proven skills in a customer services area or related field. Fluent in both spoken and written English and Thai. Service-minded and detail-oriented. Problem-solving skills. Effectively manage stress and skillfully navigate complex situations. Exhibits emotional resilience. Strong passion for our House. Intermediate proficiency in Microsoft tools and applications Experience in back-office management (Ecommerce Systems) will be an advantage. Experience in the luxury retail industry will be an advantage. Good Team player.