Customer Support:

• Respond promptly and professionally to customer inquiries via email, phone, chat, and social media channels.
• Resolve customer complaints, including issues related to orders, refunds, exchanges, and product inquiries.
• Guide customers through the online shopping process, assisting with account creation, payment methods, and product selection.

Order and Issue Resolution:

• Collaborate with the logistics team to track and resolve delivery-related issues, including delays, damaged goods, and returns.
• Liaise with the e-commerce team to address website-related issues or discrepancies, such as incorrect product availability.
• Notify relevant departments when promotional offers or website content no longer match the available inventory.

Customer Relationship Management:

• Maintain accurate customer records and interactions in the CRM system.
• Follow up on unresolved issues to ensure customer satisfaction and loyalty.
• Identify opportunities to upsell or cross-sell products based on customer needs.

Collaboration with Internal Teams:

• Work closely with the logistics and operations teams to ensure smooth order fulfilment and delivery.
• Coordinate with the marketing and e-commerce teams to provide customer feedback on products, campaigns, and promotions.

Performance Tracking and Reporting:

• Monitor and report on common customer issues to identify trends and recommend improvements to processes and systems.
• Meet or exceed performance metrics, including response time, resolution time, and customer satisfaction scores.