- Handle customer queries through WhatsApp, calls, email and other communication channels.
- Manage website and marketplace enquiries, including product availability, sizing, styling, order status and delivery updates.
- Follow up on abandoned carts, pending enquiries and potential customers to improve conversions.
- Manage customer concerns related to returns, exchanges, refunds and order exceptions in accordance with company policies.
- Build robust customer relationships and encourage repeat purchases.
- Maintain accurate customer records, follow-up sheets and CRM data.
- Coordinate with the warehouse, dispatch, sales and operations teams to resolve customer issues.
- Support customer management at the factory experience centre.
- Track customer feedback, recurring complaints and satisfaction levels.
- Help improve customer retention, customer experience and overall sales conversion.