Customer Service & eCommerce Admin

Key Responsibilities

Omnichannel Customer Support & Reputation

• Brand Ambassador: Respond promptly and professionally to customer inquiries across email and digital platforms (Facebook, Instagram), while proactively managing iStudio’s brand reputation on channels like Google Reviews.
• Issue Resolution: Actively listen to clarify customer needs, resolve complaints efficiently, and seamlessly escalate complex issues to internal departments, following through with customer call-backs until fully resolved.
• Interaction Logging & Reporting: Maintain meticulous records of customer interactions, feedback, and transactions to generate actionable insights.

E-Commerce & Corporate Sales Administration

• Order Processing & Fulfilment: Oversee day-to-day administration of our digital storefronts, validating online orders, generating shipping labels, and coordinating timely dispatches.
• Digital Inventory Coordination: Monitor stock levels across e-commerce channels, flags discrepancies, and coordinate with the warehouse team to ensure product availability matches online listings.
• Return & Refund Management: Process e-commerce customer returns, exchanges, and refund requests in accordance with iStudio’s online store policies and platform regulations.

• Communication Excellence: Exceptional written and verbal communication skills, with strong listening and persuasion capabilities to manage customer interactions and internal stakeholders effectively.
• Customer-First Mindset: A naturally positive, patient, and empathetic attitude, with a proven ability to handle feedback and resolve challenging complaints calmly under pressure.
• Technical & E-Commerce Proficiency: Strong computer skills, including proficiency in Microsoft Office applications (Word and Excel), with exposure to or ability to quickly adapt to e-commerce seller centres (e.g., Shopify, Shopee, Lazada) and CRM tools.
• Launch-Day Flexibility: Availability to work weekends, public holidays, and after office hours during highly anticipated Apple product launches, major campaign days, and promotional events.
• Operational Agility: Undertake any other ad-hoc administrative duties or operational support tasks as assigned by management to meet evolving business needs.
• Advantageous Experience: A background in Retail Customer Service, E-commerce operations, basic tech troubleshooting awareness, or a strong familiarity with the Apple ecosystem is highly preferred.