E-commerce Customer Service Executive

4 months ago

Dubai, United Arab Emirates AA tienda Full time

**Customer Service Executive**:
An operations Executive is required for an e-commerce company based in dubai and specialised in Fashion/furniture products.

The operations assistant has to be fleunt in English and preferably has experience in e-commerce, shopify.

Tasks of the operations assistant include organising day to day operations.

**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

Identify SEO best practices regarding inventory, pre-orders, and pricing policies.

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

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

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