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
