Customer Service Executive:
An operations Executive is required for an e-commerce company based in Dubai and specialized in Fashion/furniture products.
The operations assistant has to be fluent in English and preferably has experience in e-commerce, shopify.
Tasks of the operations assistant include organizing day to day operations.
Only apply if you are matching the below requirements.
Only apply if you are currently living in UAE with Own Visa preferably.
Full Job Description:
Monitor eCommerce websites to ensure proper functionality of links/pages
Process customer orders and returns and other customer service issues related to online purchases, ensuring accuracy and timeliness
Assist customers on status of their shipment, outstanding shipments or tracking.
Creating and maintaining records of customer interactions with the company or its affiliates
Update customer accounts as needed, maintaining accurate records
Write and edit product content that will be published on e-Commerce websites/portals , including product descriptions, pricing, and images
Monitor website traffic and analytics, reporting any issues or concerns to management
Stay up-to-date on company policies and procedures, as well as industry news and trends
Proactively resolve customer issues, taking ownership of the customer experience
Analyze inventory clearance levels
Analyze selling data history and provide 3rd party buy guidance
Launch new customer acquisition programs
Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete
Involved in the conceptual development of all email communications with the team
Assist with the development of new email content and strategies to increase conversion
Identify SEO best practices regarding inventory, pre-orders, and pricing policies.
Respond to e-commerce customer service issues in a timely & friendly manner. Manage pre and post purchase enquiries via email, phone calls, whatsapp and social media platforms for all brands within our portfolio.
Coordinate with other teams on the execution of brand, marketing and e-commerce activities.
Execute and manage all steps of the purchase order process
Enter all markdowns and online promotions into the system
Analyze sales trends and use learnings to identify product opportunities, trends, and offerings which will impact the business and provide results
Understand brand objectives and plans to create holistic business plans covering assortment, pricing, promotion and merchandising strategy to drive business
Create monthly, quarterly, annual business plans to deliver on aligned goals
Execution of assortment, pricing, promotion and merchandising in line with aligned business plans
Review performance regularly and take actions to course correct wherever necessary
Incorporate merchandising and marketing calendars in business plans
Assist in the creation of merchandise/ seasonal plans for the concept based on insights gained from brands, merchandise analytics, customer preference, historical and current trends
Analyze weekly and monthly performance vs. KPIs and present learnings and action plans
Brand and Category Expansion
Understanding of the market landscape to onboard new brands and expand into new categories
Create business cases and business plans to launch the new categories and brands on Ecommerce
Demonstrate strong collaboration and negotiation skills while working with vendors, brands
Understand the mechanism of margin / pricing / markup and costing relevant for each supplier and each territory
Review and analyze stock / sales reports on regular basis and take actions basis insights
To monitor inventory and ensure stock sufficiency to deliver on aligned business plans.
Monitor the reorders based on the sales and revise / optimize allocation accordingly.
Researching product details or company policies to answer questions Processing orders, including collecting shipping information and processing payments
Providing information about products and services including pricing, availability, delivery options, and order status
Providing customer support and request via email, phone, or social media channels such as Facebook or Twitter
Responding to questions about products, shipping, returns, exchanges, and other topicsProviding customer service and troubleshooting issues with various ecommerce platforms such as Shopify
Provide an excellent customer service experience to all customers, handling inquiries and complaints in a professional and efficient manner
Manage end to end shipment life cycle liaising with all internal and external stakeholders
Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution
Takes and handles customer inquiries, e.g. Track and Trace
Responsible for all KPIs and SLAs agreed with allocated customers
Takes and registers all customer complaints
You take ownership of your work and continuously strive for improvement
Ability to generate and implement new initiatives to increase online sales and profitability.
Direct customer support on both technical and transactional via e-commerce platforms or other tools.
Establish and monitor prices for all products in the eCommerce channels and maintain a keen awareness of our competition to study what works and what does not
Develop and maintain sales materials and current product knowledge to prepare action plans and schedules to identify specific targets, and potential sales volumes.
Establish necessary direct relationship with e-commerce retailers to feature company products on their platforms
Prepare data analyses to adjust prices on daily basis on Excel or other similar tools and monitor competition by gathering current marketplace information on pricing, products and trends.
Communicate new product and service opportunities, special developments, information, or feedback gathered
Managing meetings / Zoom calls.
Managing suppliers and vendors.
Assist in processing and replenishing merchandise and participate in the receipt of stocks
Ensure the shop is kept clean and tidy at all times.
Establish solid relationships with customers, cross/upsell and deliver excellent product awareness
Maintain an awareness of all products, promotions, advertisements and new releases
Ensure proper display and visual merchandising standards according to communicated guidelines at all times
Maintain a strong floor presence driving sales, promoting customer service excellence and attending to customers’ needs
Recognize security risks and thefts and handle situations as fast and professionally as possible
Deliver any other communications tools as appropriate and as directed by the director
Fulfil any other role duties as directed by the director
Key Requirements
