Job Description

Act as the primary point of contact for customers across various channels, including phone, live chat, and social media, providing prompt and courteous responses to inquiries, issues, and feedback.

• Assist customers with order placement and post-purchase inquiries including order tracking, modifications, cancellations, returns, refunds and warranty claims. Ensure all issues related are resolved quickly and efficiently. 
• Offer personalized recommendations and support to enhance customer experience, including troubleshooting product issues and guiding customers on proper usage.
• Manage customer complaints with professionalism, identifying root causes, and providing effective solutions. Escalate complex issues to higher management when necessary.
• Work closely with logistics, marketing, and product teams to provide accurate information and timely service. Help address any issues related to stock availability, delivery delays, or product discrepancies.
• Document customer feedback to identify common concerns and areas for improvement in products and services.

Job Requirements

Qualifications & experience

• Minimum Diploma in Business, Communications, or a related field.
• Excellent communication skills, both written and verbal, with a focus on clarity and empathy.
• Strong problem-solving skills and a customer-first mindset.
• Detail-oriented with strong organisational skills.

Skills