E-Commerce & Customer Success Executive

- The Ecommerce & Customer Success executive will be responsible for online marketing, merchandise assortment, merchandising, promotions, brand maintenance, process orders, prepare correspondences and fulfill customer inbound & outbound enquiries to ensure customer satisfaction.

- This position will collaborate closely with the marketing & sales departments of the company to execute existing and develop new Marketplace initiatives and opportunities designed to meet and exceed the needs of the customer and the Marketplace E-Commerce revenue goals.

- The candidate will provide day-to-day management of the site and collaborate on strategic leadership and guidance of e-commerce strategies in conjunction with senior advisors and report on E-commerce metrics.

RESPONSIBILITIES:

E-commerce Marketplace:

- Marketplace, strategy, management, forecasts and results. These include short and long term objectives, customer metrics and overall performance.

- Oversee the day-to-day marketplace E-commerce operations, customer service, updates, post listings, promotions, maintenance and performance.

- Ensure that daily site maintenance is conducted; correcting product descriptions, product placement, new item posting, out of stock item removal and functionality meets and exceeds company expectations.

- Reconciliation of Marketplace listings

- Develop cost center budgets for all phrases of marketplace E-commerce

- Make sure of timely cash recovery from platforms

Customer Success:

- Handles and resolves product or service problems by clarifying the customer's complaints, determining the cause of the problem; selecting, explaining and providing appropriate solutions and alternatives within the time limits, and following up to ensure resolution

- Keep records of customer interactions, process customer accounts, and file documents

- Follow communication procedures, guidelines, and policies

- Resolve customer complaints via phone, email, whatsapp, text or social media

- Assist with placement of orders, refunds, or exchanges

- Proactive reach outs to existing consumer group to grow sales and collect real time feedback of our products.

QUALIFICATIONS:

- 0-2 years of experience

- Familiar with CRM systems and practices

- BSc/BA in marketing, business administration or relevant discipline

SKILLS:

- A Team Player with a pro-active and a - go-getter- attitude

- Coming up with pragmatic solutions with respect to the task at hand

- Demonstrable leadership skills

- Domain expertise

- Command over MS Office applications (such as Excel, Word, and PowerPoint)

- Excellent Verbal and Written English communication skills.

- An eye for detail is a must.

- Proactive at problem solving

- Creative & Design Thinking

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