Schedule 2: Job Description

Customer Care Advisor

The Customer Care Advisor will act as a first point of call/ liaison with customers, provide

product/services information and resolve any emerging problems that our customers might face

with accuracy and efficiency.

Reporting: Managing Director.

The Customer Care Advisor will work collaboratively with the store manager, social media team and Operations team to resolve all customer related issues.

The Customer Service Executive Will:

  • Maintain a positive, empathetic and professional attitude toward customers at all times responding promptly to customer inquiries/ direct messages/ Direct Message correspondence on our social media platforms: Twitter, Instagram, Tawk, Facebook & LinkedIn.
  • Attend to phone calls, Whatsapp and email enquiries and log request to CRM platform.
  • Log and process orders from social media for processing on CRM/Order Management Platform (Nerdy)
  • Assist customers in the selection of books by answering basic questions and making informed suggestions.
  • Ensure prompt and proper resolution of customer queries/Complaints by providing information or by escalating the issue/engaging other team members.
  • Log unavailable book request on Nerdy and follow through with supervisor to ensure that books are procured for customers and customers are contacted when books are available.
  • Confirm payment for all orders on our social media platform before processing
  • Keep records of customer complaints and feedback
  • Provide feedback to customers on order status including tracking details to customers
  • Ensure order list are smoothly passed on to the operations team for processing
  • Propose new ways to improve customer’s experience and provide feedback on the efficiency of the customer service process.
  • Man stands at events and exhibitions
  • Relay process improvement feedback obtained from customers to the operations team and management.
  • Attend to any other tasks as directed by management.

Skills

  • A passion for books
  • Strong phone contact handling skills and active listening
  • Familiar with CRM systems and practices
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent Communication skill
  • Ability to Multitask

To apply, send your CV to hr@rovingheights.com