Customer Relations Officer

About the Role

The Customer Relations Officer is responsible for managing customer interactions across online marketplaces (e.g., Lazada, Shopee) and social media platforms (e.g., Facebook, Instagram), ensuring all queries, complaints, and feedback are responded to promptly, courteously, and efficiently. The role requires proficient use of the Duoke app to streamline communication, ensuring a seamless customer service experience that reflects the brand's voice and values.

What you'll do:

• Respond promptly and professionally to customer inquiries via Duoke across marketplaces, social media, and website chat.
• Resolve order-related concerns such as delays, cancellations, return/exchange requests, and missing items.
• Maintain in-depth knowledge of current fashion collections, pricing, availability, and product details.
• Handle escalations and complaints calmly and constructively, aiming to provide resolutions that rebuild trust.