Customer Support Representative

We are seeking a dynamic and proactive Customer Support & Operations Coordinator to manage customer queries, logistics coordination, and operational support, while driving campaigns and process improvements within a Direct-to-Consumer (D2C) framework. The ideal candidate will excel in ensuring seamless customer interactions and efficient order management, with a keen focus on operational excellence.

Key Responsibilities:

• Customer Query Management:
• Handle and resolve customer queries across multiple platforms, including email, social media, and WhatsApp.
• Ensure a seamless and satisfactory customer experience at every touchpoint.
• Logistics Coordination:
• Oversee logistics operations, coordinating with logistics partners to ensure accurate and timely order processing, delivery, and returns.
• Operational Support:
• Assist in system and tool integration to streamline daily operations for customer support, logistics, and collaboration with store managers.
• Campaign Management:
• Plan, execute, and manage customer-related campaigns through channels such as WhatsApp, SMS, and other communication platforms.
• Process Improvement:
• Continuously monitor and optimize customer support and operational processes to improve efficiency and effectiveness.
• Cross-functional Collaboration:
• Work closely with teams like sales, marketing, and product to resolve customer issues and provide valuable feedback for process improvement.
• D2C Knowledge:
• Leverage knowledge of Direct-to-Consumer (D2C) models to enhance customer support, order fulfillment, and satisfaction across various touchpoints.

Requirements:

• Proficiency in Excel and Shopify backend.
• Familiarity with Return Prime is a bonus.
• Strong communication and problem-solving skills.
• Ability to work collaboratively across teams and departments.
• Passion for customer experience and operational efficiency.