Job Summary

You will help our customers from the time they order for their product till the point of delivery and usage by providing an amazing experience and support(Online and On-Phone) Doing this will directly contribute to revenue growth for the company by way of product purchase, referrals and renewals. You will be responsible for sending out messages and calling new customers for ORDER CONFIRMATION after they place order on our website .You will be the intermediary between our customer and our delivery agent/company, following up with the customer and making sure the delivery agent delivers to our customer on-time (24-48hours delivery) .You will be responsible for providing efficient assistance to customer via phone, social media, email, and chats, responding to positive and constructive customer feedback both on email & our social media channels. In this role, you’ll also be responsible for overseeing some financial tasks like getting our delivery agents to remit money on-time, confirming debit/credit transactions, responding to refund requests. You will apply your multitasking skills by listening and speaking to customers, navigating computers, and typing call documentation simultaneously. You will have the ability to swiftly gain customer confidence and trust.

Roles & Responsibilities

• Monitoring and Managing Email Account for getting orders
• Managing & Responding to customer comments on our online accounts (Facebook And Instagram, Email)
• Attending to customer calls/Whatsapp Messages and Email
• Create a welcoming and engaging first experience for new customers by leading ORDER CONFIRMATION MESSAGE/CALL
• Sending Text Message to all customers who order (Daily)
• Calling The customers and confirming their Order
• Following up on every customer till the point of delivery or rejection (active & inactive) AND DOCUMENT THEIR PROGRESS
• Copy & paste customer Orders & details from Our Automated CRM System for the delivery men (Online)
• Notifying customers of their order status, the delivery man once the product gets to their region or still on the way (Message & Text)
• Data entry: Updating Customer Order Dashboard
• Data entry: Updating Product Inventory
• Timely Remittance
• Monthly Report of each staff ( Amount Spent, Customer-Complains, Meeting Minute, Innovation, Financial Report)

 Requirement/ Qualification

• Love to “wow” customers by your honorable and graced Conversation
• High energy / high EQ, with the ability to motivate people (Gain their trust and help them make decisions)
• Excited and experienced to deliver top-notch customer support on the phone, social media, email, and chat (think high-tier call center experience)
• Systems-oriented; a long-term decision-maker; you’re not satisfied solving the same challenge more than once; you fix it the first time & create a process to fix it forever
• Excited to change lives, one customer, at a time!
• The capacity to work independently and collaboratively without compromising quality or accuracy.

• Experience communicating with upwards of 50+ customers per day online (email, social media, chat and on the phone)
• Has a personal computer and a Good smartphone

• Must be able to hit set targets and deliver under pressure: Delivering your task even under pressure without frowning, getting angry unnecessarily or passing your emotions(Anger e.t.c) to our customers

• You can work virtually from home without distraction: No Distraction please

• You’re personally self-driven, self motivated and creative
• You’re disciplined and honest
• Excellent interpersonal and communication skills (verbal and written)
• Focus on root issues, and fix them, instead of embracing band-aid solutions.
• Integrity, self-awareness and adaptability
• You have a good grasp of how to use Google Drive, Email, Microsoft Office Suite (Words, Excel & PowerPoint), Zoom/Skype & Facebook (in general)
• You can speak English fluently
• Your written English is solid
• On-to-many mentality, not just one-to-one (Be-friend automation like scheduling posts)
• At least 1 year of Customer Care Support & Social Media Management at a company that has an online or offline presence.

• Experience in an online business environment while dealing with prospects, leads and clients