Sales Operations Associate

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). Visit here for more information.

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. Laku6 is part of Carousell Group, 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).

Visit www.laku6.com/ for more information.

Key Responsibilities

Buyback Trade-In (BBTI) & Supply Coordination

• Act as the first layer of response for enquiries coming from our business partner frontliners regarding the Buyback Trade-In (BBTI) process.

• Review every incoming BBTI transaction to ensure frontliner submissions are accurate and complete before final approval.

• Communicate directly with third-party logistics (3PL) partners to coordinate and confirm deliveries for the following day.

• Arrange exchange schedules for customers participating in online trade-in programs.

• Address all BBTI-related questions from customers promptly.

• Make small, on-the-spot decisions to resolve partner or customer issues and record these in a "Judgment Log" for weekly review with the business team.

Sales Conversion & Customer Experience 

• Manage chat-based enquiries from customers with the intent to build trust, answer questions, and ultimately close deals.

• Provide precise, accurate information about products and processes to manage user expectations, which is essential for a 5-star customer experience.

• Maintain high responsiveness in chats, as promptness is a critical factor in driving sales conversion.

• Proactively ask for a customer review after every successful transaction to help the brand maintain high ratings.

• Utilize deep inventory knowledge to handle upselling and provide context-based answers to potential buyers

• Coordinate closely with operations and sales staff on the ground in Singapore regarding shipping schedules, real-time unit availability, and reservations for offline meetups.

Key Requirements

• Excellent communication skills in English (both written and spoken).

• Proficiency in Microsoft Excel and Word, as well as Google Sheets and Docs.

• Ability to independently make and document minor decisions that are consistent with overall business objectives.

• Disciplined in recording on-the-spot decisions (Judgment Logs) for team learning and process improvement

• High attention to detail, specifically for auditing transactions to ensure zero operational errors.

• Willingness to work a rotating 7-day roster  and a commitment to work from the office from time to time (hybrid model).

• Willingness to work paid overtime when necessary to meet business operational requirements.

• Prior experience in e-commerce or online sales is strongly preferred.

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