- Act as the first point of contact for customer queries received via WhatsApp, email, social media, and other support channels.
- Respond to customer inquiries in a timely, skilled, and empathetic manner while maintaining the brand's tone of voice.
- Resolve basic customer concerns related to orders, deliveries, returns, exchanges, refunds, and product information, escalating complex issues when required.
- Coordinate with internal teams (Operations, Logistics, Marketing, and Warehouse) to ensure prompt resolution of customer issues.
- Track and follow up on pending customer cases until closure to ensure a seamless customer experience.
- Maintain accurate records of customer interactions, complaints, and resolutions in the designated CRM or tracking system.
- Monitor customer feedback and identify recurring issues or improvement opportunities, sharing insights with the reporting manager.
- Support order management by verifying order details and assisting customers with modifications wherever applicable.
- Assist in implementing customer engagement initiatives to improve customer satisfaction and retention.
- Ensure all customer interactions adhere to the company's service quality standards and response time SLAs.
- Prepare daily and weekly reports on customer queries, resolutions, and feedback trends.
- Continuously learn about products, policies, and processes to provide accurate information to customers.