Customer Service & Community Support

· Provide prompt, professional, and friendly responses to customer queries / complaints / communication received via:

Website
Email
Social media platforms
Phone calls / WhatsApp

· Resolve customer concerns related to:

Orders
Deliveries
Payments
Product information
Returns or exchanges

E-commerce & Order Management

· Assist in managing website orders and backend order processing.

· Monitor stock availability and flag low inventory items.

· Help update product listings, pricing, descriptions, and availability on the online store when needed.

Administrative & Team Support

· Maintain organized records of orders, vendors, invoices, and customer interactions.

· Assist the MARCOM team during campaigns, fundraising drives, exhibitions, and events.

· Support basic data collection and reporting related to merchandise sales performance.

Issue Tracking & Reporting

· Maintain detailed logs of customer issues, complaints, and resolutions.

· Track response times and issue closure status.

· Prepare periodic customer service and quality reports for the MARCOM Director.

· Identify recurring issues and recommend process improvements

Merchandise Operations Support

· Additionally support the Store Manager with:

Vendor follow-ups
Inventory coordination
Product dispatch tracking
Packaging coordination when required

· Coordinate with delivery and logistics partners to ensure timely and accurate dispatches.

· Follow up on delayed shipments, failed deliveries, and customer escalations.

Requirements

Graduate with degree in any discipline
Minimum 2 years of relevant experience in customer service and management and managing logs

Merchandise & Customer Support Associate