Job Description

About the Role

We are seeking a dynamic and customer-obsessed

Customer Experience & After-Sales Specialist

to join our growing team.
In this key role, you'll manage all customer and client after-sales queries, complaints, returns, and public-facing interactions (such as customer reviews on platforms like Amazon and Takealot), ensuring all responses meet the highest brand standards.

You'll work cross-functionally with the Operations, Inventory, and Sales teams to improve customer satisfaction, reduce complaint rates, and enhance after-sales support processes.

This is an exciting opportunity to be the voice of the company to our customers and to contribute directly to the success and reputation of our brand!

Key Responsibilities

Manage incoming customer and client complaints, returns, and queries across multiple platforms. Respond to end-customer queries and reviews (e.g., Amazon, Takealot) in a professional and brand-aligned tone. Process returns, disputes, and collaborate with Inventory and Finance teams for write-offs and stock adjustments. Analyze complaint trends, report findings monthly, and contribute to process improvements. Lead resale initiatives for recoverable returned products (e.g., Facebook Marketplace). Work closely with the Quality Control Specialist to resolve product-related complaints and ensure efficient after-sales handling.

What We're Looking For

1-3 years' experience in customer service, after-sales, or complaint handling (preferably in e-commerce or retail). Strong communication skills, especially in professional written correspondence. Problem-solving mindset with a passion for providing excellent customer experiences. Proficiency in CRM platforms, Excel, and e-commerce marketplace tools is a plus.

Why Join Us?

At Chenshia, delivering excellent customer experiences is central to who we are. As a Customer Service Executive, you'll play a key role in how our customers perceive and trust our brand -- across every touchpoint, from product queries to reviews and returns.

You'll join a close-knit, growing team where your voice matters, your work is visible, and your commitment to quality communication directly impacts customer satisfaction. If you care about people, details, and being part of a fast-growing business that values initiative -- we'd love to meet you.

Job Types: Full-time, Permanent

Work Location: In person