Customer Operations Executive

Customer Operations Executive

Carousell Group is the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Carousell Media Group, Cho Tot, Laku6, LuxLexicon, Mudah.my, OneShift, REFASH and Revo Financial, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments, 500 Global and Peak XV Partners (formerly known as Sequoia Capital India).

Laku6 is the leading AI-first end-to-end Electronics Recommerce platform in Indonesia where our technology has helped over 500,000 users sell their gadgets directly for cash or via Trade-In with leading eCommerce Partners and in over 1,000 offline retail shops. We believe that making it easier for sellers to sell and safer for buyers to buy used-electronics and smartphones is a critical step to achieving that.

In July 2022, we became a part of Carousell Group, via one of the largest capital investments to-date into the region's Electronics Recommerce space. Laku6's technology integrated with Carousell's regional platform of tens of millions of users will make buying and selling used electronics more accessible than ever before for millions of users; this will extend the life-cycle of electronics goods and slow down the growth of e-waste.

Job Description

Customer Operations & Live Chat

• Handle customer inquiries via live chat in a professional, friendly, and solution-oriented manner
• Resolve customer issues efficiently and escalate complex cases when necessary
• Identify recurring customer issues, questions, and friction points
• Document customer feedback and insights for operational and business improvements

Reporting & Data Analysis

• Prepare daily, weekly, and monthly reports related to:
• Customer interactions
• Promotion performance
• Sales and operational metrics
• Analyze customer and transactional data to identify trends, opportunities, and risks
• Provide data-driven insights to support decision-making across operations and commercial teams

Promotion & Operational Models

• Create, maintain, and update promotion models (discounts, incentives, campaigns, or operational rules)
• Monitor the effectiveness of promotions and recommend adjustments based on performance data
• Support A/B testing or experiments related to customer offers and operational processes

Process Improvement & Coordination

• Collaborate with Operations, Commercial, and Customer Experience teams to improve workflows
• Translate customer feedback and data findings into actionable process improvements
• Ensure accuracy and consistency of operational data across internal systems and reports

Qualifications

Must Have

• Minimum 1–2 years of experience in operations, customer service, data analysis, or related roles
• Comfortable handling customer service via live chat
• Strong analytical skills with the ability to interpret data and turn it into insights
• Proficient in Google Sheets / Excel (formulas, data analysis, reporting)
• High attention to detail and strong problem-solving skills
• Good written communication skills (English proficiency is a plus)

Nice to Have

• Experience in e-commerce, retail, marketplace, or tech startups
• Familiarity with CRM, live chat tools, or ticketing systems
• Basic understanding of promotional mechanics, pricing, or incentives
• Experience working with dashboards or BI tools is a plus

Key Skills

• Customer Operations
• Data Analysis & Reporting
• Promotion & Incentive Modeling
• Process Improvement
• Google Sheets / Excel
• Customer Experience (CX)

Additional Information

We are looking for a Customer Operation Executive who is highly analytical, detail-oriented, and customer-focused. This role bridges customer service, data analysis, and operational execution, ensuring customer insights are translated into actionable improvements in promotions, reporting, and daily operations. You will handle live chat interactions while also working behind the scenes on reporting, promotional models, and performance analysis to support business decisions.

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