Customer Experience & Operations Specialist

Position overview

We are seeking a proactive and detail-oriented E-commerce Operations Specialist to manage and optimize our online retail platform. The ideal candidate will ensure smooth daily operations, enhance customer experience, and drive overall efficiency across our e-commerce processes.

Key responsibilities

1. Respond to customer inquiries through various channels (phone, email, chat, etc.).
2. Provide timely and accurate information about products, services, and policies.
3. Prepare vouchers as per the order requirement.
4. Resolve customer complaints and concerns effectively.
5. Prepare invoices and handle cash as and when required on a daily basis.
6. Work with the marketing, sales, product development, and other teams to implement improvements based on customer feedback.
7. Ensure a consistent and positive customer experience across all touchpoints.
8. Develop and implement strategies to enhance the customer experience.
9. Monitor and measure customer satisfaction metrics.
10. Provide recommendations for process improvements.

Requirements

1. Minimum of 1 year experience in customer care is required.
2. Excellent communication skills are crucial for interacting with customers and collaborating with teams.
3. The ability to analyze situations, identify root causes, and develop effective solutions is essential.
4. A strong customer-centric mindset and a genuine desire to help customers are vital.
5. The ability to analyze data, identify trends, and make data-driven decisions is important.
6. The ability to work effectively with diverse teams and stakeholders.
7. Familiarity with CRM platforms and customer service software’s

Benefits

1. Growing & innovative company in the rewards and gifting industry
2. Exposure to diverse clients across multiple industries
3. Fast-paced, collaborative environment with strong career growth opportunities

When applying

Send your CV to: [email protected]