Customer Service Executive (EERNA)

Handle customer queries through social media, WhatsApp, phone, website, and other official channels.

Provide product information on specifications, pricing, availability, warranty, delivery, and after-sales service.

Receive, verify, process, and confirm online orders across all digital sales channels.

Manage third-party marketplace orders, customer inquiries, fulfillment, and order status.

Handle marketplace-related cancellations, returns, replacements, complaints, and disputes.

Verify customer information and follow up on incomplete, pending, cancelled, or unsuccessful orders.

Coordinate with branches, warehouses, delivery teams, and relevant departments for order fulfillment.

Communicate order updates, delivery schedules, and stock availability to customers.

Resolve customer complaints, warranty claims, and after-sales service requests.

Escalate complex issues, pricing or stock discrepancies, delivery delays, and unresolved complaints.

Maintain accurate customer records, order details, complaint logs, returns, and marketplace data.

Monitor pending orders, cancellations, returns, fulfillment issues, and customer feedback.

Ensure timely responses and compliance with customer service standards.

Identify recurring customer issues and recommend improvements to product information, website content, and marketplace listings.

Update product details, prices, stock, and delivery information across digital channels as authorized.

Coordinate with the marketing and e-commerce team on campaigns, promotions, and product availability.

Prepare regular reports on customer service, orders, marketplace operations, complaints, and returns.

Perform other relevant duties assigned by management from time to time.