Associate - Customer Experience

Job Scope:

The Associate – Customer Experience is responsible for providing prompt, professional support across multiple channels, including phone, chat, email, and social media. The role involves handling product and order-related inquiries, coordinating with internal teams and logistics partners for smooth fulfillment, supporting sales conversions, managing vendor claims, and providing feedback to improve customer experience and service processes.

Main Duties and Responsibilities:

• Respond to customer inquiries across multiple platforms including telephone, live chat, WhatsApp, social media (Instagram, Facebook etc.), and email, ensuring prompt and professional communication;
• Provide accurate information regarding product availability, order status, delivery timelines, return policies, and aftersales support;
• Coordinate internally with warehouse and retail teams to ensure timely processing and dispatch of Home Delivery and Click & Collect orders;
• Liaise with third-party logistics providers to monitor deliveries, resolve service disruptions, and facilitate customer-requested changes to contact details or delivery addresses;
• Support sales growth by actively converting inbound inquiries into transactions, contributing toward defined monthly sales targets;
• Manage the vendor claims and escalation process, ensuring timely resolution of product-related issues, warranty claims, and service exceptions;
• Provide feedback and insights to management regarding customer pain points, process improvements, and service quality enhancements.

Position Requirements:

Education:

Technical Diploma

Experience:

At least 2 years of relevant experience

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