执行助理及客户体验专员
Executive Assistant & Customer Experience Specialist
职位描述
客户是一家半奢侈电商品牌，拥有两家实体店和不断扩展的批发渠道。我们正在寻找一位敏锐、积极的执行助理兼客户服务专家，帮助创始人保持世界井然有序，并确保每位客户都感受到关怀。
这不仅仅是一个被动处理邮件的角色——你将负责优先处理、调查、起草并完成闭环。你将是创始人的得力助手：管理客服和批发渠道的邮件，标记重要事项，并帮助公司日常顺利运行。
你将负责的工作内容
执行助理
- 监控和管理创始人的邮箱；优先处理每日待办事项
- 起草邮件回复并整理每日回顾清单供创始人审批后发送
- 监控批发邮箱并起草针对批发客户和合作的沟通内容
- 管理日历，安排会议并协调后续跟进
- 协助创始人保持条理清晰、专注并提前完成任务
客户服务
- 通过邮件、短信及任何实时渠道处理客户咨询，符合既定的服务水平协议（SLA）
- 使用Shopify Admin调查订单、发货状态和客户历史记录
- 以同理心、速度和符合品牌形象的沟通方式解决客户问题
- 与门店团队和发货团队协作，端到端地关闭案件
- 维护和更新模板、常见问题解答和轻量级标准操作流程（SOP）
- 识别重复性问题并提出改进建议
- 每日提供总量、主题和升级情况的总结
必备条件
- 优秀的英文书面表达能力——专业、温暖且得体
- 强大的组织能力和高度的细节关注
- 有使用Google Workspace（Gmail、Docs、Sheets、Drive）的经验
- 熟悉Shopify Admin用于订单查询和客户历史记录
- 积极主动的沟通者——你会提前发现问题并跟进到底
- 能够在夏威夷标准时间（HST）工作
- 有南非口音者优先，用于任何基于语音的客户服务互动
加分项
- Klaviyo（或其他类似电子邮件营销平台）——能够查看客户等级和购买历史
- 有使用客服工具（Gorgias、Zendesk、Help Scout 或类似工具）的经验
- 有电商、零售或奢侈/半奢侈客户服务背景
- 有支持批发或B2B邮件推广的经验
成功标准
- 创始人的邮箱每天都被整理、优先处理并及时行动，没有任何遗漏
- 客户收到温暖、符合品牌形象的回复
查看英文原文
About the Role
The client is a semi-luxury e-commerce brand with two physical retail locations and a growing wholesale channel. We're looking for a sharp, proactive Executive Assistant & Customer Experience Specialist to keep the founder's world organised and make sure every customer feels looked after.
This is not a purely reactive inbox role — you'll triage, investigate, draft, and close loops. You'll be the founder's right hand: managing email across customer service and wholesale channels, flagging priority action items, and helping the business run smoothly day-to-day.
What You'll Do
Executive Assistant
• Monitor and manage the founder's email inbox; triage and prioritise daily action items
• Draft email responses and compile a daily review list for founder approval before sending
• Monitor the wholesale inbox and draft outreach/responses for wholesale leads and partnerships
• Manage calendar, schedule calls, and coordinate follow-ups
• Help keep the founder organised, focused, and ahead of deadlines
Customer Experience
• Handle customer enquiries via email, SMS, and any live channels within defined SLAs
• Use Shopify Admin to investigate orders, fulfillment statuses, and customer history
• Resolve issues with empathy, speed, and brand-aligned communication
• Coordinate with store teams and fulfillment to close cases end-to-end
• Maintain and update macros, FAQs, and lightweight SOPs
• Identify recurring issues and flag them with suggested fixes
• Provide a daily summary of volume, themes, and escalations
Must-Haves
• Excellent written English — polished, warm, and professional
• Strong organisational skills and high attention to detail
• Experience with Google Workspace (Gmail, Docs, Sheets, Drive)
• Comfortable with Shopify Admin for order lookups and customer history
• Proactive communicator — you flag problems early and follow through
• Able to work Hawaii Standard Time (HST) business hours
• South African accent preferred for any voice-based customer interactions
Nice-to-Haves
• Klaviyo (or similar ESP) — ability to check customer tiers and purchase history
• Experience with helpdesk tools (Gorgias, Zendesk, Help Scout, or similar)
• Background in e-commerce, retail, or luxury/semi-luxury customer service
• Experience supporting wholesale or B2B email outreach
What Success Looks Like
• The founder's inbox is organised, prioritised, and actioned daily with zero dropped balls
• Customers receive warm, on-brand responses within agreed SLAs
• Wholesale enquiries are followed up consistently and professionally
• The founder spends less time in reactive mode and more time on big-picture work
If you're someone who gets satisfaction from making a busy founder's life easier and genuinely enjoys delivering great customer experiences — this role is for you.