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Key Responsibilities:
Customer Interaction: Respond promptly and effectively to customer inquiries, feedback, and complaints received through social media channels. Provide accurate information and assistance to resolve issues related to orders, payments, shipping, returns, and product inquiries.
Problem Resolution: Investigate and troubleshoot customer issues, identifying root causes and providing appropriate solutions. Collaborate with relevant teams & business partners such as shipping, inventory, and finance to resolve complex problems.
Order Management: Monitor and manage customer orders, ensuring they are processed accurately and in a timely manner. Coordinate with the fulfillment team to ensure timely shipping and delivery of products. Provide tracking to customers and resolve issues with suppliers regarding fulfillment.
Product Knowledge: Develop a deep understanding of the products offered enabling you to provide accurate and detailed information to customers. Stay updated on product specifications, features, and availability.
Platform Expertise: Stay up to date with the latest policies, guidelines, and best practices of Amazon. Ensure that all customer interactions adhere to platform-specific rules and regulations. Must be familiar with AZ Claims, Chargeback claims, Negative feedback removals and Seller central policies.
Communication: Maintain clear and concise communication with customers, both in written and verbal forms. Handle customer inquiries professionally and empathetically, ensuring a positive customer experience.
Feedback Management: Monitor and manage customer feedback and reviews Amazon. Address negative feedback in a timely manner and work towards resolving customer concerns to improve overall ratings.
Data Management: Keep accurate records of customer interactions, transactions, and issues using our internal systems and tools. Generate reports to track customer satisfaction metrics and identify trends for continuous improvement. Maintain daily fulfillment report and track returns and memos from suppliers.
Continuous Improvement: Identify areas for process improvement and provide feedback to your team lead or manager. Contribute to the development and implementation of customer service strategies to enhance customer satisfaction and loyalty.
Job Details
Sana Creations
Sana's Garment, which now comprises of Sana's Creations and Sana's Store is celebrating its 31st year of operation. The company was founded in 1983. In 1990, Sana's Creations started distributing dresses to departmental stores all over Pakistan and since then Sana's Creations has enjoyed phenomenal growth in the garments industry.
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