Customer Support Officer

About the role

As a Customer Support Officer at BONIIK, you will act as the bridge between B2C shoppers, B2B wholesale partners, our e‑commerce platforms and the supply chain. You will handle incoming enquiries, keep order and inventory data accurate, and collaborate with logistics partners to ensure timely deliveries.

Key responsibilities

• Serve as the primary contact for order status, shipment tracking and delivery queries for both retail customers and wholesale accounts.
• Liaise with courier services and warehouse teams to resolve missing shipments, transit delays and coordinate split shipments or back‑orders.
• Update order statuses, tracking numbers and delivery logs daily in Shopify Plus and related inventory systems.
• Maintain real‑time stock availability tags, pre‑order dates and SKU details across backend channels.
• Log and process return requests (RMAs), damaged item reports and stock adjustments.
• Provide empathetic assistance via chat, email and phone, turning delivery issues into positive brand experiences.

Required profile

• Operations‑focused with a passion for systems, tracking numbers and efficient package flow.
• Tech‑savvy and comfortable navigating e‑commerce platforms and CRM/help‑desk tools.
• Clear communicator able to translate logistics updates for both consumers and commercial clients.
• Calm problem‑solver who can handle courier delays and stock discrepancies under pressure.
• Interest in skincare or cosmetics is a strong plus.

Required skills

• Shopify Plus
• Inventory management software
• Gorgias or Zendesk (or similar help‑desk tools)

What we offer

• Competitive salary package
• Generous employee discount on K‑beauty products