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eCommerce Specialist (Customer Service and Content)

Castlery was founded with one mission in mind: to make designer furniture accessible to everyone. By working directly with designers and manufacturers, we cut off the middlemen and bring good designed and high-end furniture to our customers without high street price point.  

As an e-commerce tech start-up, we move decisively on insightful data and leverage on technological solutions to supercharge our operations. We combine our individual passions and skills to create innovative work that is as exciting and unconventional as the business itself. It is a place where all ideas are listened to; where brainstorming means job titles get left at the door and where a self-starter can really make their mark.  

If you are eager to make an impact at a fast-growing technology company and you have a passion for moving the needle, come join us!  

JOB DESCRIPTION

As part of our Singapore HQ, you’ll be joining our successful eCommerce Team that has been achieving hyper-growth in the United States. As our eCommerce Specialist, you’ll be in charge of all customer engagement through various marketplace platforms (including Amazon, Wayfair) as well as building a customer-orientated marketing operation. Your job duties are as per below. 

Customer Engagement 

  • Customer experience management through pre/post-sales engagement. 
  • Responding to customer enquiries majorly through emails and messaging, with phone calls to de-escalate any major service lapses. 
  • Support the customer communication process for any post-sales issues. 
  • Scaling our Customer Experience process as the business growth while maintaining a strong engagement on each platform. 

Customer-Oriented Marketing Operations 

  • Create marketing copy and create user-engaging content across platforms and social channels. 
  • Market research related to customer behaviour/competitor best practices/marketplace landscape. 

REQUIREMENTS 

  • Prior experience in relevant positions (Customer Service, Content Creation, eCommerce Operations) is highly advantageous. 
  • Strong verbal and written English communications skills. 
  • Customer-orientated with the ability to empathise our customers.  
  • Experience, knowledge and/or ability to deal with difficult customers and de-escalate difficult situations.  
  • Experience, knowledge and/or ability to create content for various eCommerce and Social sites, including product descriptions or social posts. 
  • Passionate about eCommerce and working in a fast-paced and hyper-growth environment. 
  • Ability to be flexible, cross-functional, with a willingness to learn and try new things. 
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