Senior Ecommerce Customer Service

Job Responsibilities



1.Customer Communication: Handle incoming customer inquiries through phone calls, emails, direct messages on social media platforms, and WhatsApp messages promptly and professionally. Create personalized email and SMS content to enhance customer relationships and drive conversions. Monitor and respond to customer inquiries and feedback through various channels.

2.Customer Feedback: Gather and relay customer feedback to the relevant teams within the organization to improve products, processes or services. Contribute to the continuous improvement of customer support processes.

3.Customer Support: Educate customers on product key features, maintenance to enhance their experience. Provide support to assist customers in resolving issues.

4.Record Keeping: Accurately document customer interactions, issues, and resolutions on Microsoft Excel or CRM system. Generate reports as needed to track customer inquiries, cases and resolutions.

5.Issue Resolution: Investigate and resolve customer complaints, concerns, and issues effectively and efficiently. Provide accurate information, solutions, or recommendations to address customer needs.

6.Escalation: Identify and escalate complex or unresolved issues to relevant stakeholders when necessary. Follow the established escalation procedures.

7.Product Knowledge: Develop and maintain in-depth knowledge of the products, services, and policies to assist customers effectively. Stay updated on product updates and changes.

8.Customer Data Management: Collect and maintain accurate customer data from various sources, including online orders, social media interactions through messages, and customer service interactions. Ensure the integrity and security of customer data.

9.CRM Campaign Execution: Execute CRM campaigns, including email marketing, SMS marketing, and personalized promotions to engage and retain customers. Segment customer based on demographics, purchase history, and behavioral data to tailor campaigns targeting effectively.

10.Customer Analysis: Analyze customer data to identify trends, preferences, and opportunities for improvement. Generate informative reports and insights for marketing and product development departments.

11.Loyalty Program Management: Administer and optimize online customer loyalty programs to support repeat purchases and increase brand loyalty. Track and report on the performance of loyalty initiatives.

12.Collaboration: Collaborate with cross-functional teams, including marketing, product operations and IT, to align CRM efforts with business objectives. Share insights and recommendations for enhancing customer experience.

13.Internal Product Photoshoot Model Assistant: Available on demand for internal product photoshoots, demonstrating reliability and punctuality to ensure smooth and efficient photo sessions. Have a positive attitude and the ability to adapt to the instructions provided by the photographer which contributes to capturing high-quality product images. Maintain a professional appearance and adhere to any styling or grooming requirements specified for the photoshoot to showcase the products in the best possible Product retouching based on the new photo shooting direction in the identity



Requirements



1.Bachelor's degree in Marketing, Business, or a related field.

2.Proven experience in CRM management, preferably with an e-commerce background.

3.Strong analytical skills with the ability to interpret customer data and metrics.

4.Proficiency in CRM software and email marketing tools (Microsoft Dynamics, Mailchimp, SMS Platforms,).

5.Excellent communication and copywriting skills.

6.Detail-oriented and organized with a customer-centric mindset

7.Minimum of three years’ experience in experience in E-commerce /digital marketing