Job description:
- Handling customer support emails and calls
- Contacting leads via phone calls, emails, and other communication channels
- Implementing a structured follow-up process to keep potential customers engaged and informed
- Providing information, answering questions, and addressing concerns to educate leads about our offerings
- Following up on open leads
- Thoroughly understanding our products and services to effectively communicate their value and benefits to potential customers
- Arranging surveys of leads along with our operations team
- Managing the company's contact form and live support
- Getting order confirmations from customers via email and phone
- Customer support calls and feedback
- Handling lost & delayed packages
- Handling all shipping & courier related queries & problems
- Being the company POC for our shipping partners
- Handling return orders and advising our partner courier company accordingly
- Managing web apps and operations
- Coordinating with external parties and agencies for smooth operations
- Other administrative tasks that will come up
- Keeping and maintaining records of customer interactions, transactions, comments and complaints
- Ensuring customer satisfaction and provide professional customer support
- Receiving and interpreting feedback from customers
Must have:
- Bachelor's degree, preferably in English
- 1+ year of experience in customer service and operations
- Preferred: lead conversion, e-commerce, or retail background
- Excellent and impeccable English & grammar
Position: full-time & office-based