Customer Care & E-commerce Operations Associate
Sada Platts Group
**Sada Platts Group**
is on a mission to bring the advancements of tomorrow into today. Since its founding in 2017, Sada Platts Group has expanded from its London headquarters into an international organization operating in the United States and Albania, with holdings in a myriad of sectors including e-commerce, finance, and entertainment. Today, Sada Platts Group continues to operate with the belief that truly brilliant invention is born from the commitment, curiosity and courage to innovate without boundaries.
**Position:**
Customer Care & E-commerce Operations Associate
**Department:**
Operations
**Location:**
Head Office, Blloku, Tiranë
**Job Purpose:**
We are looking for a proactive
**Customer Care & E-commerce Operations Associate**
to ensure smooth order processing and exceptional customer service. You will be the first point of contact for our online customers and will manage all aspects of online order fulfillment, packaging, and post-purchase support.
**Main Responsibilities:**
- Serve as the primary point of contact for customers across email, live chat, phone, and social media channels, delivering timely, professional, and brand-aligned communication;
- Respond to inquiries related to orders, products, returns, exchanges, payments, and shipping with accuracy and empathy;
- Proactively manage and resolve customer complaints, ensuring issues are addressed efficiently and escalated appropriately when necessary;
- Process online orders with a high level of accuracy, verifying product availability, payment confirmation, and shipping details;
- Coordinate daily order fulfillment activities, ensuring all orders are picked, packed, and dispatched within agreed service levels;
- Package products carefully to maintain quality standards and deliver a positive unboxing experience aligned with brand presentation guidelines;
- Coordinate with logistics partners and courier services to track shipments, resolve delivery delays, and manage return shipments;
- Monitor order statuses and update customers on shipping progress, delays, or exceptions in a timely manner;
- Maintain accurate customer records and transaction data within the e-commerce and CRM systems;
- Process refunds, exchanges, and returns in accordance with company policies while maintaining a customer-first approach;
- Identify recurring customer concerns and recommend process improvements to enhance service quality and operational efficiency;
- In charge for the inventory and ordering buying product coordination by reporting stock discrepancies, damaged goods, or fulfillment issues to relevant teams;
- Contribute to performance reporting by tracking customer satisfaction metrics, response times, and fulfillment accuracy rates;
- Assist in implementing workflow improvements to streamline customer care operations and optimize the end-to-end order experience.
**Qualifications:**
- Previous experience in customer service, e-commerce, or retail operations preferred;
- Strong communication skills, both written and verbal;
- Familiar with Google Workspace;
- Fluent in English C1 level;
- Attention to detail and organizational skills;
- Ability to manage multiple tasks in a fast-paced environment;
- Basic computer skills and familiarity with e-commerce platforms;
- Positive attitude, problem-solving mindset, and commitment to customer satisfaction;
**Application Procedure:**
For this position, apply here or submit your
CV to the e-mail address of
recruitment@sadaplattsgroup.com
by specifying the role you are applying for in the subject line.
*\*All selected candidates from the CV screening will be contacted by the HR Team.*
*\*All applications will be treated with strict confidentiality according to the law No. 9887 set by Albanian Parliament for the 'Protection of Personal Data*
".
is on a mission to bring the advancements of tomorrow into today. Since its founding in 2017, Sada Platts Group has expanded from its London headquarters into an international organization operating in the United States and Albania, with holdings in a myriad of sectors including e-commerce, finance, and entertainment. Today, Sada Platts Group continues to operate with the belief that truly brilliant invention is born from the commitment, curiosity and courage to innovate without boundaries.
**Position:**
Customer Care & E-commerce Operations Associate
**Department:**
Operations
**Location:**
Head Office, Blloku, Tiranë
**Job Purpose:**
We are looking for a proactive
**Customer Care & E-commerce Operations Associate**
to ensure smooth order processing and exceptional customer service. You will be the first point of contact for our online customers and will manage all aspects of online order fulfillment, packaging, and post-purchase support.
**Main Responsibilities:**
- Serve as the primary point of contact for customers across email, live chat, phone, and social media channels, delivering timely, professional, and brand-aligned communication;
- Respond to inquiries related to orders, products, returns, exchanges, payments, and shipping with accuracy and empathy;
- Proactively manage and resolve customer complaints, ensuring issues are addressed efficiently and escalated appropriately when necessary;
- Process online orders with a high level of accuracy, verifying product availability, payment confirmation, and shipping details;
- Coordinate daily order fulfillment activities, ensuring all orders are picked, packed, and dispatched within agreed service levels;
- Package products carefully to maintain quality standards and deliver a positive unboxing experience aligned with brand presentation guidelines;
- Coordinate with logistics partners and courier services to track shipments, resolve delivery delays, and manage return shipments;
- Monitor order statuses and update customers on shipping progress, delays, or exceptions in a timely manner;
- Maintain accurate customer records and transaction data within the e-commerce and CRM systems;
- Process refunds, exchanges, and returns in accordance with company policies while maintaining a customer-first approach;
- Identify recurring customer concerns and recommend process improvements to enhance service quality and operational efficiency;
- In charge for the inventory and ordering buying product coordination by reporting stock discrepancies, damaged goods, or fulfillment issues to relevant teams;
- Contribute to performance reporting by tracking customer satisfaction metrics, response times, and fulfillment accuracy rates;
- Assist in implementing workflow improvements to streamline customer care operations and optimize the end-to-end order experience.
**Qualifications:**
- Previous experience in customer service, e-commerce, or retail operations preferred;
- Strong communication skills, both written and verbal;
- Familiar with Google Workspace;
- Fluent in English C1 level;
- Attention to detail and organizational skills;
- Ability to manage multiple tasks in a fast-paced environment;
- Basic computer skills and familiarity with e-commerce platforms;
- Positive attitude, problem-solving mindset, and commitment to customer satisfaction;
**Application Procedure:**
For this position, apply here or submit your
CV to the e-mail address of
recruitment@sadaplattsgroup.com
by specifying the role you are applying for in the subject line.
*\*All selected candidates from the CV screening will be contacted by the HR Team.*
*\*All applications will be treated with strict confidentiality according to the law No. 9887 set by Albanian Parliament for the 'Protection of Personal Data*
".
