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. Collect and review customer feedback to identify trends, issues, or improvement opportunities. Proactively reach out to customers for reviews, post-purchase feedback, and loyalty engagement. Suggest promotions or products aligned with customer behavior or interests to encourage retention. Accurately log all customer interactions, feedback, and issue resolutions in Duoke or designated CRM tools. Respond to comments, DMs, and mentions across Facebook, Instagram, and TikTok within Service Level Agreement (SLA). Coordinate with Visual Merchandising, Marketing, Fulfillment, and other departments to ensure smooth customer experience and campaign execution. Support special projects, promotions, and company initiatives as assigned by supervisors. What we’re looking for: At least 1–2 years of experience in customer service, preferably in retail, e-commerce, or fashion Proven experience handling marketplace and/or social media interactions Strong communication skills; fluent in English (spoken and written) Experienced in using Duoke or similar ticketing/chat tools Tech-savvy, detail-oriented, and customer-centric Ability to work independently and multi-task efficiently Professional, courteous, and empathetic