About the Role
Overview
We are looking for an experienced professional to handle customer inquiries and provide timely updates.
Responsibilities:
* Respond to customer calls, emails, and live chat enquiries regarding orders, deliveries, and products.
* Manage the delivery inbox and assign tasks to the right team or individual.
* Coordinate with suppliers and depots to ensure accurate order ETAs and effective issue resolution.
* Maintain accurate customer contact details and update suppliers accordingly.
* Communicate delivery issues with depots and customers promptly.
* Support customers with returns, damages, or incorrect orders through efficient escalation processes.
* Assign customer tickets in Freshdesk to the relevant team or department.
* Monitor purchase orders with depots and follow up to ensure timely fulfillment.
* Handle live chat queries and raise tickets for necessary teams if required.
Requirements:
* Previous experience in a customer-facing role.
* Strong communication skills, both written and verbal, and attention to detail.
* Confidence in handling diverse customer interactions, including phone calls, emails, and live chats.
* Ability to multitask in a fast-paced environment.
* A proactive approach to problem-solving and escalating issues when necessary.
* Familiarity with customer service systems, such as Freshdesk or similar ticketing tools.
* Effective conflict resolution skills to handle customer complaints professionally.
* High level of computer literacy, with experience using Google Workspace (Docs, Sheets, Drive, Gmail) a plus.