Operations and Customer Experience Executive

Job Title:  Operations and Customer Experience Executive

Location: Velvet Vanity HQ, Ampang 

Job Type: Full-Time

Position Summary:
The Operations and Customer Experience Executive plays a key role in supporting the day-to-day management of online orders while delivering a consistently positive experience for our customers. This role requires someone who is detail-oriented, proactive, and passionate about ensuring smooth operations — from the moment an order is placed to the moment it reaches the customer.

 

Roles and Responsibilities:

  1. Order Processing:
    • Monitor and coordinate order fulfillment across platforms and with the warehouse team.
    • Ensure timely processing, packing, and delivery of customer orders.
    • Coordinate with the warehouse or inventory team to ensure timely fulfillment of orders.
  2. Customer Service:
    • Respond to customer inquiries via email, phone, or chat regarding order status, product information, and returns.
    • Handle customer complaints, returns, and exchanges, ensuring resolution and satisfaction.
    • Provide support and updates to customers regarding their orders, including shipping delays or issues.
  3. Inventory Management:
    • Monitor inventory levels and assist with stock management to prevent out-of-stock situations.
    • Assist with inventory audits and ensure accurate stock counts for online products.
    • Update product listings and availability on the online store as needed.
  4. Administrative Tasks:
    • Maintain accurate records of order processing, returns, and customer interactions.
    • Assist with daily reports related to online sales and customer feedback.
    • Perform data entry and update customer information in the system.
  5. Team Collaboration:
    • Work closely with the e-commerce and fulfillment teams to ensure smooth order processing and customer service.
    • Participate in team meetings to discuss order trends, customer feedback, and potential improvements.
  6. Compliance and Quality Assurance:
    • Ensure that all orders are processed in accordance with company policies and procedures.
    • Maintain high standards of quality control during order fulfillment to ensure customer satisfaction.

 

Requirements :

  1. Minimum 2 years experience in operations, customer service and e-commerce 
  2. Strong communication skills in both English and Bahasa Malaysia (written & spoken)
  3. Proficient in basic office tools (Google Workspace, Excel, etc.)
  4. Comfortable using e-commerce platforms, courier tracking systems, and/or customer service tools
  5. Detail-oriented and organized with strong follow-through
  6. Ability to work independently and handle multiple tasks under pressure
  7. Positive, solution-focused mindset with a passion for delivering great customer experiences
  8. Knowledge of beauty or lifestyle brands

If you are ready to contribute your skills, kindly email your resume and cover letter to careers@velvetvanity.co . Please include [Job Position] - [Your Name] in the subject line of the email.