E-commerce Customer Support

7 months ago

Sharjah, United Arab Emirates Exalto Emirates LLC Full time

**Role purpose**:
**Key accountabilities**:
**Digital leads management**:

- Actively respond to digital leads across multiple channels — Website, WhatsApp, Live Chat and social media—within stipulated timeframes as per the internal process.
- Proactively create and send relevant quotes and efficiently follow up with customers to drive conversions.
- Continuously strive to increase conversion ratios from leads to orders across digital channels.
- Coordinate and work closely with purchasing team to obtain the information such as ETA, and price for backorders, and ensuring diligent lead closure.
- Meticulously evaluate online inquiries, directing them to the appropriate team as per the internal process, and maintain an updated lead tracker sheet for follow-ups and closure on assigned leads.
- Establish trade accounts for B2B customers, quotations, and records of successful conversions. Implement WhatsApp-based communication for recurring customers.

**Order fulfilment**:

- Accurately input all the orders generated through digital channels into the ERP system manually.
- Coordinate between customers and internal teams until the orders are fully delivered on time for domestic shipments.
- Create shipments on DHL portal for international orders and for outskirts of UAE, and ensure that are delivered on time by coordinating with the DHL customer support & internal team.
- Assist customers in finding cost-effective shipping methods before the closure of the order as required.
- Coordinate with internal accounts team to ensure the payment for online orders are received as needed.
- Work closely with warehouse and logistics teams to oversee and track online shipments including returns/exchange, and periodically evaluate customer satisfaction with online deliveries.
- Assist and support in maintaining up-to-date stock and pricing on the website as required.

**Digital Operations**:

- Assist customers with inquiries related to new projects, part finders, physical catalogue, etc., from the website, and forward them to the designated team as per the internal process.
- Manage and process online trade account requests, obtaining approval by coordinating with the reporting manager and ensuring accurate documentation is collected through accounts coordination.
- Provide clear guidance to online trade customers on utilizing their accounts to access exclusive trade discounts.
- Increase Google reviews and social media acknowledgment for online customer service.
- Collaborate with cross-functional teams to improve conversion opportunities and process understanding.
- Stay updated on the latest customer support practices to improve and maximize customer happiness and satisfaction.

**Secondary duties**:To facilitate timely product uploads and content updates on the website, while also providing assistance for initiatives on marketplaces and other marketing-related activities.

**Other responsibilities**:

- Periodically cross-verify the cart and checkout process, ensuring a smooth website experience and staying updated on website information and functionality to assist customer accordingly.
- Support customers facing any website or technical issues by working closely with the marketing team.
- Assist and support in maintaining an up-to-date product catalog on the website, updating technical specifications, pricing, and other details as necessary.

**Required Qualifications**:

- Bachelor's degree in Business Administration or any related field.

**Required Experience**:

- 2 years of experience in a customer service support role in the marine industry or a related industry.
- Strong communication skills, proactive approach, dedication to achieving customer satisfaction.
- Proficiency in managing a large volume of customer inquiries from different channels.
- Proficiency in MS Office tools.
- Experience with ecommerce platforms and ERP systems.
- Knowledge and experience using CRM software.
- Strong attention to detail and the ability to prioritize tasks effectively.
- Excellent written and verbal communication skills.
- Proficiency in the Arabic language is a plus.

**Salary**: AED4,000.00 - AED4,500.00 per month

Application Question(s):

- How many years of E-commerce customer support experience do you have?
- Are you on a employment visa or a visit visa?
- What is your Notice period?
- What is your salary expectation?

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