Operations & Customer Support Executive at Doheney Services Ltd

Role Summary

• We are looking for an Operations & Customer Support Executive to help with daily operations and grow the business.
• This role suits someone proactive, aware of business needs, organised, and eager to support an e-commerce brand.
• The right candidate will help with operations, customer communication, website management, sales support, and basic marketing coordination while working closely with the Customer Experience & CRM team.
• As a growing business, we need someone comfortable handling various tasks, taking initiative, solving problems independently, and sharing ideas to improve customer experience and business performance.

Key Responsibilities
Order Management & Fulfilment:

• Process and confirm customer orders
• Coordinate packing and delivery
• Track shipments and resolve delivery issues
• Follow up with logistics partners and customers regarding deliveries

Inventory & Website Management:

• Update stock levels on the website
• Monitor low-stock items and flag for restocking
• Upload new products and update product listings
• Ensure product descriptions, pricing, and images are accurate and up to date

Customer Support & Sales Assistance:

• Respond to customer inquiries across WhatsApp, Instagram, email, and website channels
• Assist customers with product availability and order-related inquiries
• Escalate complex customer issues appropriately
• Support sales conversion by responding promptly and professionally to inquiries

E-commerce & Marketing Support:

• Support product launches, promotions, and campaigns
• Assist with WhatsApp marketing updates and basic social media coordination, where required
• Identify customer trends, operational gaps, or recurring issues and suggest improvements
• Support implementation of new ideas and processes that improve efficiency, visibility, and customer experience.

Administrative & Operational Support:

• Maintain operational records and reports
• Coordinate with suppliers, logistics partners, and service providers
• Handle general day-to-day administrative tasks.

KPIs / Success Metrics

• Order fulfilment accuracy and speed
• Customer response time
• Inventory accuracy
• Website/product listing accuracy
• Contribution to customer satisfaction and sales support
• Ability to support smooth day-to-day operations and growth initiatives.

Requirements

• 1 - 3 years’ experience in e-commerce, retail operations, customer support, sales support, or administrative roles
• Retail or e-commerce experience is highly preferred
• Strong communication and organisational skills
• Ability to multitask and work in a fast-paced environment
• Comfortable taking initiative and working with minimal supervision
• Basic knowledge of e-commerce platforms (Shopify or similar is a plus)
• Comfortable using WhatsApp, Instagram, Google Sheets, and basic digital tools.

Ideal Candidate:

• Proactive and solutions-oriented
• Organised and dependable
• Commercially aware with interest in e-commerce and retail
• Comfortable wearing multiple hats in a growing business
• Takes ownership and follows through on tasks
• Interested in contributing ideas and supporting business growth
• Able to work independently and as part of a team.