Role Purpose
To ensure seamless order fulfillment and a consistently positive customer experience from the point of order placement through to final delivery.
Key Responsibilities
Manage end-to-end order tracking and delivery coordination to ensure timely and accurate fulfillment.
Handle customer queries, complaints, returns, and refunds in a professional and timely manner.
Monitor customer satisfaction levels and post-order experience to identify areas for improvement.
Collaborate closely with operations and CRM teams to establish effective feedback loops and resolve recurring issues.
Continuously identify and implement process improvements to enhance service quality and operational efficiency.
Key Performance Indicators (KPIs)
Customer Satisfaction Score (CSAT)
First Response Time & Resolution Time
Order Fulfillment Success Rate
Return & Refund Rate
Skills & Competencies
Strong customer service management capabilities with a customer-first mindset.
Excellent problem-solving skills and a proactive approach to process improvement.
Outstanding communication and coordination skills across cross-functional teams.
Hands-on experience with CRM and ticketing systems for issue tracking and resolution.
Ideal Background:
Minimum of 3 years of experience in customer support, logistics, or operations.
Prior experience in an e-commerce or retail environment is highly desirable.
If you are passionate about delivering exceptional customer experiences and thrive in a fast-paced, operations-driven environment, we would love to hear from you.