Responsibilities

• Receive and respond promptly to all customer inquiries via phone, WhatsApp, email, or in person.
• Maintain professional and friendly communication at all times.
• Confirm customer orders, verify item availability, and ensure order accuracy.
• Log and follow up on all orders to ensure timely processing and dispatch.
• Work directly with the MD to build and maintain relationships with direct buyers.
• Ensure top-tier service is provided to these buyers, with proactive order follow-up and issue resolution.
• Maintain records of direct buyer history, such as: preferences, purchase quantity, and feedback.
• Liaise with the warehouse and logistics teams to track order status and ensure timely delivery.
• Communicate clearly to customers on dispatch status, delivery timelines, and any delays.
• Handle all customer complaints quickly and professionally, escalating where necessary to the Head HR/Admin or MD.
• Keep a record of complaints and how they were resolved.
• Maintain and update an organized customer database especially for direct buyers and repeat clients.
• Track regular buying customers, flag inactive ones, and recommend re-engagement steps.
• Share insights and feedback from customers with the marketing and sales teams.
• Suggest improvements based on repeated customer concerns or requests.