Job Description Respond to live customer enquiries via live chat
- Manage all customer questions on social media direct messages Facebook and Instagram
- Manage customer service communications daily which includes
o organising exchanges/refunds or faults to be replaced
o keeping an accurate log of all faulty pairs/returns and key issues from customers
o organising credits-coupons for customers if necessary
o managing fraud cases
- Monitor and respond to all reviews on Product Review, Google Reviews and Facebook Reviews
- Customer Service Monthly report includes retention rates and NPS score
- Managing wholesale enquiries:
o Receive wholesale enquiries via HappyFox
o Send to CEO for approval (CEO confirm which Terms and Conditions, Currency and Margin)
o Send wholesaler Terms and Conditions, Currency and Margins
o If stockist signs Terms and Conditions send to CEO and email the Stockist Supply Chain Manager, Bookkeeper and Marketing Director emails details so they can process orders, assist with marketing and oversee payments
o Set up wholesale account on woocommerce for Stockist
- Yotpo and website approval of customer reviews daily
customer
- Monthly coupon-product sales tracking
1. Give a Pair sales (tracking monthly)
2. Coupons
3. Bundle Packs Job Requirements 1-2 years of BPO experience preferably with e-commerce account background