Customer Experience Executive

Carousell Group is the leading recommerce group in Greater Southeast Asia on a mission to inspire the world to start selling, and to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in eight markets under the brands Carousell, Cho Tot, Laku6, Mudah.my, OneKyat, Ox Street, and Refash, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments and Sequoia Capital India. 

As a team of passionate individuals working together to solve meaningful problems, there is so much more for you to discover in a career with Carousell. Our culture is made up of hiring, developing, and promoting people who embody our values of solving problems for our users; having a mission-first mindset; being relentlessly resourceful; caring deeply; and staying humble to constantly improve. Together as an organisation, we make magic happen.

About REFASH

REFASH is a leading omnichannel secondhand fashion brand on a mission to inspire consumers to think secondhand first. Since 2016, we’ve diverted over 8.5 million pieces of clothing from landfills, given 4.2 million items a second life, displaced 22.6 million kg of CO₂e, and saved 22.3 billion litres of water, significantly reducing our environmental footprint. With 25+ stores across Singapore, Malaysia, and Hong Kong, REFASH offers a curated and effortless thrifting experience for all

• Provide optimal customer experience and maintain high standards of service quality across multiple channels, including email, social media and WhatsApp.
• Strengthen brand engagement by understanding customer needs and fostering closer relationships between the brand and customers.
• Accurately handle customer enquiries related to online orders, returns, selling processes, payouts and REFASH products and services.
• Manage and communicate effectively with sellers regarding courier pick-ups and payout details.
• Follow up with customers and sellers to ensure ongoing satisfaction.
• Continuously identify and suggest improvements to work processes.
• Perform ad-hoc duties as assigned.

• Diploma or Degree in any field.
• Mandatory proficiency in English (written and verbal).
• Proficiency in written Chinese is an added advantage.
• Strong communication and problem-solving skills.
• Ability to take ownership and exercise sound judgment.
• Good time management and multitasking abilities.
• Team player who thrives in a dynamic environment.
• Able to commute to the Kuala Lumpur office (Garden's Midvalley)

By proceeding with your application, you are adhering to our PDPA policies. In case you are interested to know more, read about our Candidates Personal Data Privacy Statement.