Customer Care Executive & Operations Manager

Job Description

The Customer Care Executive & Operations Manager will be responsible for managing *end-to-end customer relations at So Fetch*, while also overseeing the day-to-day operations of our logistics team.

The ideal candidate should have good English communication skills, a professional approach to customer service, strong organisational abilities and the confidence to coordinate with customers, internal teams and external logistics partners.

Key Responsibilities

Customer Care

- Handle all customer queries and communications through email, WhatsApp, telephone and other relevant channels.

- Manage customer concerns relating to orders, payments, deliveries, returns, exchanges and products.

- Ensure customer complaints are addressed promptly and professionally.

- Maintain accurate records of customer interactions and resolutions.

Logistics & Operations

- Oversee the daily operations of the logistics and dispatch team.

- Ensure that all logistics-related processes are carried out accurately and efficiently.

- Coordinate with the warehouse and internal teams to ensure smooth order fulfilment.

- Maintain accurate records and reports relating to shipments, returns and other operational activities.

- Identify operational issues and take appropriate action to resolve them.

- Maintain regular communication with logistics partners and address any service-related concerns.

Accounts & Administrative Responsibilities

- Possess a basic understanding of accounting and financial documentation.

- Assist with invoices, courier bills, COD reconciliations and other operational accounts.

- Maintain accurate records of payments, expenses and other relevant documentation.

- Assist in preparing regular operational and financial reports when required.

Candidate Requirements

- 5-8 years of relevant experience in customer service, e-commerce operations, logistics or a similar role.

- Excellent *spoken and written English*.

- Strong communication and interpersonal skills.

- Basic knowledge of accounting, invoices and reconciliations

- Good working knowledge of MS Excel / Google Sheets.

- Strong organisational skills and attention to detail.

- Ability to communicate professionally with customers, vendors, courier companies and internal teams.

- Prior experience with *e-commerce platforms, Shopify or logistics/courier systems* will be an advantage.