At Secretlab, our global reputation is built on seamless execution.
As a Customer Service Associate (Operations), you will be the backbone of our front-line efficiency, taking full ownership of the critical administrative workflows that keep our global fulfillment engine running.
In this role, you will ensure precision in order processing and policy application, directly enabling our wider team to scale. This is a role for an execution-focused professional who thrives on accuracy, speed, and the opportunity to master the operational intricacies.
Responsibilities
- Review and finalize manual orders, ensuring data integrity across pricing and inventory before they proceed to fulfillment.
- Act as a core decision-maker for service requests, evaluating claims against standard company documentation to ensure consistent and accurate outcomes.
- Liaise with logistics teams to resolve customer data discrepancies and ensure smooth outbound shipping.
- Maintain rigorous turnaround times (SLAs) for administrative queues, ensuring zero-backlog operations and high-quality data entry.
Requirements
- Able to commit to an 18-month contract.
- 1–3 years of experience in operations, administration, or customer support, preferably in an e-commerce or retail setting.
- Practical experience with Shopify (or equivalent e-commerce platforms) and a strong grasp of CRM tools like Zendesk.
- Highly proficient in Google Workspace and Microsoft Office, with a knack for picking up new software and internal workflows quickly.
- Strong command of written English, with the ability to maintain a professional and consistent brand voice in all internal and external communications.
Bonuses
- Knowledge of, and passion for the gaming/ esports industry
