Gifts Less Ordinary – Customer Excellence and Head Merchandiser

Job Duties, Responsibilities and Requirements
This role is responsible for maintaining excellent customer service, and the merchandising
and curation of all online stores.
Customer excellence is at the heart of everything we do, and as a result we wish to recruit
an additional Customer Service team manager to devote their time to exceeding customer’s
expectations. Alongside this, you will also be in charge of curating and merchandising all of
our nine online global stores, to engage consumers with the brand and ultimately drive
sales. To achieve this you need to have an eye for visual merchandising, to ensure you
represent our brands and products in the most compelling and luxurious manner.

Job Scope

• Understand the product portfolio and help customer’s source their ideal gift.
• Head of Curation and Merchandising of all online stores
• Handle Customer Enquiries and make product recommendations.
• Work with Partners to merchandise their stores and handle order fulfilment queries to delivery updates.
• Identify product gaps.
• Make recommendations to improve the customer journey.
• Update and manage product listings.

Skills/Knowledge/Behavior:

• Customer focused.
• Strong interpersonal skills.
• Ability to champion causes and engage others in the causes’ success.
• Provide reporting on creative engagement of homepage, key pages, and various site experiences.
• A flair for visual merchandising and an eye for luxury.
• Improving customer service experience, create engaged customers and facilitate organic growth
• Taking ownership of customer’s issues and following problems through to resolution
• Provide post-delivery experiences in an effort to identify the areas of improvement

Organizational Relationships:

• Build and maintain a business relationship with peers and managers by providing prompt and accurate service.
• Represent the company in a positive and supportive manner at all times.

Education/Experience:

• 1-2 years experience in related field
• Experience with client relations, managing cross functional teams is essential.
• Online experience and knowledge of web design, site functionality is a plus
• Familiarity/experience with agile work environments and scrum processes a plus
• Proficiency in English, Malay or Indonesian is a plus

Secondary Benefits:

• Flexible hours
• Four days office based, one day home office based