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Administrator/customer Services Representative
3 months ago
Position Overview:
Responsibilities:
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Customer Service and Engagement:
- Handle inquiries and booking requests across multiple channels (website, WhatsApp, phone) professionally.
- Gather and analyze customer information to identify trends and preferences.
- Collect and manage customer feedback to enhance satisfaction and services.
- Develop strategies to increase customer retention and loyalty through personalized communication.
Sales and Marketing:
- Oversee online sales, ensuring accurate product listings and timely order processing.
- Assist in instore sales, guiding customers to find perfect products.
- Engage with social media, contributing to events and campaigns to promote services.
- Monitor and report on sales performance to inform business strategies.
- Collaborate with the marketing team on campaigns, aligning efforts with sales objectives and stock levels.
- Organize promotional events and workshops to boost engagement and sales.
Appointment and Inventory Management:
- Efficiently schedule and manage appointments for in-store and mobile salon services.
- Coordinate distribution of appointments to mobile grooming vans, optimizing routes.
- Monitor inventory levels, ensuring stock availability by ordering as needed.
Operational and Team Coordination:
- Liaise with suppliers and partners for smooth procurement and service delivery.
- Work with the account team for seamless customer relationship management.
- Plan and oversee administrative procedures and systems for operational efficiency.
- Manage data with spreadsheets and reports, keeping records accurate and current.
- Assist in budget management, tracking expenses, and financial planning.
- Schedule and coordinate internal and external meetings, events, and appointments.
Training and Compliance:
- Train new staff on CRM, appointment scheduling, and customer service standards.
- Ensure all operations comply with laws and regulations related to pet care and product sales.
Culture and Team Support:
- Foster a positive workplace culture, reflecting Petopia's values and mission.
- Contribute to the overall success of Petopia by supporting team members and ensuring exceptional customer service.
Qualifications:
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Proven Experience: Prior experience in administration, sales, customer service, or a related field, with a strong preference for experience in the pet care industry or retail. Experience in organizing promotional events and managing social media content is highly valued.
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Strong Organizational Skills: Exceptional ability to manage multiple tasks and projects simultaneously, with a keen eye for detail. This includes experience in inventory management and efficient scheduling.
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Excellent Communication: Outstanding verbal and written communication skills are essential, with the ability to engage effectively with customers, team members, and suppliers. Proficiency in creating engaging content for various platforms and handling inquiries on various platforms is crucial.
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Customer Service Excellence: A track record of providing high-quality customer service, focusing on building customer loyalty and handling feedback constructively. Experience in training staff on customer service standards is beneficial.
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Analytical Skills: Ability to analyze sales data, customer feedback, and online reviews to identify trends and areas for improvement. Experience in reporting and presenting findings to management is important.
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Marketing and Sales Knowledge: Understanding of basic marketing principles and the ability to collaborate with marketing teams on campaigns and promotional events. Knowledge of sales strategies and techniques to drive both in-store and online sales is required.
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Technical Proficiency: Familiarity with CRM systems, social media platforms, and e-commerce is needed. Comfortable with using technology to improve customer experience and operational efficiency.
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Leadership and Teamwork: Strong leadership qualities with the ability to foster a positive team environment, train new staff, and collaborate across departments. Commitment to Petopia's values and mission.
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Regulatory Knowledge: Awareness of the laws and regulations related to pet care and product sales. Commitment to maintaining a safe and compliant working environment.
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Passion for Pets: Genuine love for animals and a commitment to their well-being. Willingness to continually learn about pet care and products.
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Detail-Oriented: Ability to maintain accurate records and focus on the finer details of the job.
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Problem-Solving Skills: Proactive approach to identifying and addressing challenges efficiently.
Application Process:
Note:
The above job description is intended to describe the general nature and level of work being performed by the employee in this role.
