The Customer Service Executive is responsible for handling customer inquiries across various platforms, including social media channels, while also supporting sales activities. The role ensures timely, accurate, and professional responses to enhance customer satisfaction, drive conversions, and strengthen the overall brand experience.
Key Responsibilities
- Handle customer inquiries, feedback, and complaints via social media platforms, messaging apps, email, and other communication channels.
- Respond to customer messages, comments, and reviews in a timely and professional manner.
- Provide accurate product information, usage guidance, and basic troubleshooting support.
- Assist customers with order-related inquiries, including order status, delivery, returns, and after-sales support.
- Escalate complex issues or complaints to the relevant internal teams for resolution.
- Maintain proper records of customer interactions and follow up to ensure issues are resolved.
- Monitor social media platforms for customer-related activities and potential service issues.
- Adhere to company SOPs, service standards, and brand tone guidelines at all times.
- Actively identify sales opportunities during customer interactions and recommend suitable products or promotions.
- Convert inquiries into orders by providing persuasive product recommendations and clear purchase guidance.
- Support promotional campaigns by addressing customer inquiries related to promotions, pricing, and product availability.
- Upsell and cross-sell relevant products to maximize order value.
- Collaborate with marketing, sales, and operations teams to ensure consistent communication, service delivery, and order fulfillment.
- Follow up with customers to encourage repeat purchases and build long-term relationships.
