job description
Join Guerilla, a dynamic fashion brand at the forefront of digital innovation, as our E-Commerce Specialist! Based in the vibrant heart of Bali (Canggu, Ubud, Denpasar, or surrounding areas), youâll be the driving force behind our online customer experience, blending fashion passion with cutting-edge e-commerce strategies. This is a unique opportunity to work remotely in paradise while shaping the digital presence of a brand that values creativity, agility, and customer-centricity.
As the bridge between our brand and customers, youâll deliver exceptional support via phone, chat, and email, ensuring every interaction reflects Guerillaâs style and values. Beyond customer service, youâll collaborate with marketing, logistics, and design teams to optimize our e-commerce platform, analyze performance metrics, and implement strategies to boost engagement, conversions, and brand loyalty. Whether youâre troubleshooting order inquiries, crafting personalized responses, or identifying trends to enhance the user journey, your role is pivotal to our growth in the competitive fashion e-commerce space.
If you thrive in a fast-paced, creative environment and are passionate about fashion and digital commerce, this role offers the perfect blend of challenge and reward. Enjoy the flexibility of remote work in Baliâs inspiring landscapes while contributing to a brand thatâs redefining online retail. Apply now and become part of a team that values your expertise and empowers you to make an impact!
Responsibility
- Provide exceptional customer support via phone, chat, and email, ensuring timely and personalized responses to inquiries, complaints, and feedback.
- Manage and resolve order-related issues, including tracking, returns, exchanges, and refunds, while maintaining a high level of customer satisfaction.
- Collaborate with the marketing team to implement e-commerce strategies, including promotions, discounts, and loyalty programs, to drive sales and engagement.
- Monitor and analyze e-commerce performance metrics (e.g., conversion rates, bounce rates, average order value) to identify trends and opportunities for optimization.
- Assist in the management of the e-commerce platform, including product listings, inventory updates, and content optimization for SEO and user experience.
- Work closely with logistics and warehouse teams to ensure seamless order fulfillment and timely delivery of products to customers.
- Stay updated on industry trends, competitor activities, and emerging technologies to recommend innovative solutions for enhancing the online shopping experience.
- Contribute to the creation of engaging content, such as blog posts, social media updates, and email campaigns, to promote brand awareness and customer retention.
Qualifications
- Proven experience (2+ years) in e-commerce, customer support, or digital marketing, preferably in the fashion or retail industry.
- Strong communication skills in English, with the ability to craft clear, professional, and engaging responses to customers.
- Familiarity with e-commerce platforms (e.g., Shopify, WooCommerce, Magento) and customer support tools (e.g., Zendesk, Freshdesk, Gorgias).
- Basic understanding of SEO, Google Analytics, and digital marketing strategies to drive traffic and conversions.
- Ability to analyze data and generate actionable insights to improve e-commerce performance and customer experience.
- Detail-oriented with strong organizational skills to manage multiple tasks and priorities in a fast-paced environment.
- Passion for fashion and a keen eye for trends, with the ability to align customer interactions with brand aesthetics.
- Self-motivated and proactive, with the ability to work independently in a remote setting while collaborating effectively with cross-functional teams.