Job Summary
We are seeking a proactive and customer-focused Relationship Manager to manage customer interactions, drive engagement, and increase repeat sales for PNP Lite.
The ideal candidate will serve as the key point of contact for customers, ensuring a seamless experience from order placement to delivery, while also driving customer retention and business growth.
Key Responsibilities
Customer Experience & Support
Serve as the primary point of contact via WhatsApp, phone, and digital channels
Respond promptly to customer inquiries, complaints, and order-related issues
Provide clear communication on pricing, delivery timelines, and order status
Resolve customer issues efficiently while maintaining a positive experience
Order Management & Coordination
Confirm customer orders accurately before processing
Coordinate with operations and logistics teams to ensure timely delivery
Follow up on completed deliveries to confirm customer satisfaction
Escalate delivery or stock-related issues promptly
Ensure all customer interactions and orders are properly documented
Customer Engagement & Growth
Build and maintain strong relationships with customers across all segments
Track customer preferences, buying patterns, and feedback
Proactively engage customers to encourage repeat purchases
Execute reorder reminders and customer engagement campaigns
Promote bundles, loyalty credits, and referral initiatives
Identify opportunities to increase order frequency and average order value
Community & Retention
Manage and engage customer communities (e.g., WhatsApp groups)
Support onboarding of new and partner-channel customers
Ensure a smooth and consistent customer experience across all touchpoints
Collect testimonials and customer feedback
Reporting & Insights
Maintain accurate and up-to-date customer records in CRM
Track daily and weekly customer service metrics
Report on customer satisfaction, complaints, and recurring issues
Provide insights to improve service delivery and customer experience
Requirements
Minimum of 2 - 3 years experience in customer service, relationship management, or sales
Strong communication and interpersonal skills
High level of organization and attention to detail
Ability to multitask and work in a fast-paced environment
Customer-focused with a proactive and problem-solving mindset
Experience with CRM tools is an added advantage