Customer service and operations Administrator
Jenaan Investment
Total years of experience :8 years, 11 Months
• Follows up with customers and achieves sales orders and quotations target every day.
• Cooperates with other departments to ensure sales, queries, and deliveries are handled efficiently and informs clients of unforeseen delays or problems.
• Handles calls, emails, and answers customer queries with accuracy and timeliness.
• Ensures orders and inquiries are processed according to customer requirements.
• Following up with the delivery timings
• Monitoring and evaluation of users' preferences to derive suggestions for improvements
• Process e-commerce returns and refunds at least twice a week
• Ensure email and Social are monitored and up to date
• Coordinates with the sales team by managing schedules, filing important documents, and communicating relevant information.
Operations:
• Capacity Planning
• Demand Management
• Order Processing
• Inventory Management &Optimization
• Materials Replenishment Planning
• Logistics, Warehousing & Distribution
• Supply Chain Synchronization
• Act as the primary point of contact for all our E-Commerce customers
• Assist customers and communicate promptly to inquiries concerning product, after-sales service, exchanges, and returns via email, Chat, or by phone
• Handle retail complaints and escalate process to the retail leadership team to resolve customer problems as quickly as possible at a high level
• Utilize independent and empowered decision-making skills and increased authority to manage higher accommodation levels
• Maximize cross-sales opportunities in all email and phone correspondence by suggesting related products to original inquiries
• Ensure that the in-house processes and procedures are always adhered to
• Partner with Customer Service to ensure customer satisfaction metrics are being met through Salesforce
• Partner with Customer Service to resolve e-commerce issues that cannot be solved locally (logistics; payment refunds, etc)
• Process e-commerce returns and refunds at least twice a week
• Process e-commerce product returns back into stock weekly via the warehouse
• Ensure email and Social are monitored and up to date
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Keeping records of customer interactions, transactions, comments and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and professional
• Answer incoming calls and respond to customer's emails
• Management and resolve customer complaints
• Identify and escalate issues to supervisors
• Provide product and service information to customers
• Document all call information according to standard operating procedures.
• Follow up customer calls where necessary.
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