E-commerce Customer Service Executive

Online Store | Customer Support | Order & After-Sales Management Company: TORRAS Singapore Employment Type: Full-Time Location: Singapore Industry: Consumer Electronics / Mobile Accessories / E-commerce 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're Looking For You may be a strong fit if you: • Enjoy helping customers and solving problems. • Communicate clearly and professionally. • Can remain calm and solution-focused when handling complaints. • Take ownership of customer cases instead of simply passing problems to another team. • Are careful with order details, addresses, refunds and delivery information. • Are proactive in following up with customers. • Can work efficiently in a fast-moving e-commerce environment. 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. If you have experience in online customer service and enjoy helping customers solve problems, we'd love to hear from you. Please submit your CV with a short introduction highlighting your relevant customer service or e-commerce experience.