E-Commerce Operations & Customer Experience Associate
Position Overview

ZED is looking for a dynamic and detail-oriented E-Commerce Operations & Customer Experience Associate to support the daily operations of our online sales channels and ensure a seamless customer journey from inquiry to delivery.

The role combines e-commerce operations, customer service, order fulfillment coordination, and online sales support. The ideal candidate is organized, customer-focused, proactive, and passionate about fashion retail and digital commerce.

Key Responsibilities
E-Commerce Order Fulfillment
Process and coordinate all online orders received through the website and social media platforms.
Coordinate with branch managers to confirm stock availability and prepare orders.
Follow up on order preparation, transfers, and dispatching.
Ensure accurate and timely fulfillment of customer orders.
Customer Service & Communication
Respond to customer inquiries through WhatsApp, Instagram, website chat, and other communication channels.
Assist customers with product information, sizing, availability, styling guidance, and order follow-up.
Handle customer concerns professionally and provide efficient solutions.
Maintain a high level of customer satisfaction and brand representation.
Shipment & Delivery Coordination
Coordinate with shipment and delivery partners for order dispatching and tracking.
Monitor shipment statuses and proactively update customers when needed.
Handle delivery issues, delays, exchanges, and returns coordination.
Online Sales Support
Support online sales growth through upselling and cross-selling techniques.
Suggest complementary products and styling recommendations to customers.
Assist in improving conversion and customer retention through strong service.
Coordination & Operations
Coordinate closely with retail branches, the retail manager, and the e-commerce team.
Ensure smooth communication between branches regarding stock movement and order priorities.
Help maintain operational efficiency for online sales activities.
Qualifications & Skills
Previous experience in customer service, retail, e-commerce, or sales is preferred.
Strong communication and interpersonal skills.
Organized, detail-oriented, and able to multitask.
Comfortable using WhatsApp, Instagram, Shopify, Google Sheets, and online systems.
Problem-solving mindset with a proactive attitude.
Interest in fashion and customer experience is a plus