Ecommerce & Store Ops Associate

About Us

AIRR LABS is building lasting connections between brands and consumers in Southeast Asia. We provide a full suite of solutions that enable brands to bring their unique stories to life across the online customer journey.

We are looking for curious and highly motivated individuals who can seize exciting market opportunities and turn them into impactful brand strategies and execution. AIRR Labs is inviting people who have:

• Strong interpersonal and communication skills and enjoy working in a collaborative team
• Innovative, analytical, and problem-solving mindset
• High accountability to deliver results to a high standard
• Ability to manage complex projects and teams with attention to detail
• Proactive and positive attitude to thrive in a fast-paced work environment

Job Brief

With a customer experience-first mindset, this role will support and optimize our Brand's online presence, and will collate and update online assets, and ensuring successful implementation of campaigns. Creative thinking skills and strategies will be an essential part of this role, in creating the perfect branded store experience for our shoppers and encourage business growth through effective campaigns.

This role will also act as a liaison to provide product / services information to resolve any emerging problems that our customers might face. The incumbent will ensure customers will have an exceptional online store experience on all brand touchpoints.

The ideal candidate for this role should be creative, innovative, multimedia savvy, well organized, and possess excellent communication skills. An exceptional Customer & Store Experience Associate should be comfortable in using analytics to drive highly effective digital campaigns, continuously enhance brand store and customer experience, and deliver online store objectives.

Responsibilities

• Manage all consumer communications across the E-commerce platforms.
• Identify and assess customers needs to achieve customer satisfaction and product conversion.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Respond promptly to customer inquiries, provide appropriate solutions and alternatives within a time frame; and follow up to ensure resolution of inquiries.
• Understand the product to provide informative solutions to customers.
• Ensure customer satisfaction and provide professional customer support.
• Communicate and coordinate with the commercial and warehouse team regarding store operation and shipment inquiries.

Requirements

• Bachelor's degree in the world of Business, Marketing, Administration, Commercials & Communications, or other relevant fields
• 2 years of experience in the E-commerce customer service field
• Exceptional verbal and written communication skills in English
• Ability to collect, track, and analyze multiple data sets
• Attention to detail
• Ability to build rapport and collaborate with other team members internally and externally
• Ability to handle shift-working hours