Customer Service Officer
5 days ago
Key Accountabilities:
Email Management:
Receive and manage enquiries.
Phone Support:
Handle incoming phone enquiries.
Claims Processing:
Review/verify credit and return requests (email).
Process credit notes once conditions are satisfied.
E-Commerce Orders (Shopify):
Monitor for issues, cancel fraudulent orders.
Follow up on ETAs, handle replacements/exchanges/refunds.
Order Types Processed:
Boot stock, samples, replacements, POS, testing accounts.
Export orders, DM orders, DN orders.
Complaint Handling:
Triage phone/email enquiries.
Complete complaints template, log in IBS, run reports, escalate to Quality Team.
Email consumers with actions/requests.
Returns Management:
Arrange free return postage (refund/replacement).
Bulk returns: Enter partial credit in IBS/BPR, schedule courier pickups.
Coordinate with warehouse to finalize refunds/replacements.
Claims Management:
Returned delivery (consumer), expired stock, e-commerce fraud.
Withdrawn/recalled products, faulty products, major complaints.
Key Skills & Competencies:
Clear/professional communication (phone/email).
Customer-centric mindset.
Issue resolution and problem-solving.
Multitasking and time management.
Excel, Outlook, and Avaya experience.
KPIs:
Response Time.
Resolution Time.
Customer Satisfaction.
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