Job Description
Company Description
Aqualona Products Ltd brings over 50 years of expertise in designing innovative and imaginative bathroom accessory ranges. Our collections are thoughtfully curated using premium materials and a keen eye for detail to provide practical and stylish solutions for updating bathroom décor. We are dedicated to making the selection process enjoyable while delivering on quality and design. Aqualona is trusted for creating transformative products that effortlessly enhance bathroom interiors.
Aqualona is going places and growing fast, it's a fantastic time to be part of the journey.
Role Description
Overview: We’re seeking a proactive, friendly, and organized individual to join our team as a Product Assistant & Customer Service. This dual-role position splits time between supporting the product development process and leading our customer service function. You’ll collaborate with the product team to help move initiatives forward, while also delivering exceptional customer service and managing daily office tasks.
Key Responsibilities:
* Support the product development team with intake, documentation, and coordination of features and improvements.
* Act as the customer service lead, handling inquiries, resolving issues, and maintaining high customer satisfaction.
* Manage testing and sample processes for new products or changes.
* Assist with testing, QA, and feedback loops to ensure product quality and timely delivery.
* Coordinate ad-hoc office tasks (stationery orders, supplies, etc.) and general administrative duties.
* Monitor and respond to customer inquiries via phone, email, and chat; triage issues to appropriate teams.
* Maintain accurate records in Excel and other Microsoft applications; generate reports as needed.
* Work with courier services (DHL, DPD) to track shipments, manage logistics, and support timely deliveries.
* Contribute to time management and deadline adherence; operate with initiative and reliability.
* Support NetSuite and/or Mintsoft processes where applicable (desirable but not essential).
Must-Have Qualifications:
* At least 1 year of experience in customer service.
* Experience in product development or a strong understanding of product lifecycle processes.
* Proficiency in Excel and the full suite of Microsoft Office applications.
* Ability to work independently and take initiative; strong time-management and deadline-orientation.
* Experience or familiarity with courier/logistics operations (DHL, DPD) is preferred.
* Comfortable in an office environment with a willingness to perform ad-hoc tasks as needed.
* Proactive, positive personality with strong communication and interpersonal skills.
Nice-to-Have (but not essential):
* Experience with NetSuite and/or Mintsoft.
* Experience with Amazon
* Exposure to testing, sample management, or QA processes.
* Prior experience in a courier/logistics or e-commerce setting.
* Basic familiarity with Jira/Confluence, SQL, or other product/analytics tools.
What We Offer:
* Competitive salary and benefits package.
* Collaborative, friendly team environment.
* Opportunity to grow in a dual-role that blends product development and customer service.
* Office-based role with predictable five-day work week.
Qualifications
* Strong Customer Service, Customer Support, and Customer Satisfaction skills
* Excellent Interpersonal and Communication skills, both written and verbal
* Organizational ability to multitask and manage priorities effectively
* Proficiency with basic computer tools and familiarity with customer service software
* Attention to detail and problem-solving skills
* Previous experience in customer-facing roles is a plus
* Ability to work independently and thrive in a remote working environment